Enterprise Customer Success Manager

Role Overview

We are looking for an Enterprise Customer Success Manager who will own the relationship, the delivered value, and the renewal of every JoomPulse enterprise account. The role involves running monthly business reviews, turning data into insights, and driving retention and expansion revenue.

What You Will Do

Responsibilities include owning the relationship, running monthly business reviews, turning data into insights, driving retention and expansion revenue, and conducting in-depth interviews and training demonstrations.

Why It Might Be a Fit

The ideal candidate will have experience with price policy compliance, practical knowledge of brand-side marketplace metrics, and ability to read raw data and write recommendations.

Requirements

• Own the relationship, the delivered value, and the renewal of every enterprise account
• Run the monthly business review with the client’s team and quarterly planning across the book
• Turn Mercado Livre and Shopee data into personal insights and practical recommendations
• Drive retention and expansion revenue inside the existing client base
• Conduct in-depth interviews and training demonstrations to gather customer insights and advocate for customer needs in product discussions
• Keep the client satisfaction index for the service high
• Travel to clients and industry events: 2–3 trips per year plus ad hoc visits
• End-to-end ownership of large marketplace seller or brand accounts: onboarding, adoption, business review rhythm, renewal and expansion
• Practical knowledge of brand-side marketplace metrics: category share by value and units, 1P vs 3P, assortment and availability, BuyBox, average ticket, unauthorised seller detection
• Experience with price policy compliance for brands: suggested vs monitored price, share of listings inside and outside policy, EAN/SKU matching
• Ability to read raw data, decide what it means for the client’s commercial plan and write a recommendation the client can act on
• Presentation skills at senior level: business reviews for brand managers, e-commerce heads and commercial directors
• Commercial skills inside an existing account: building the case for an add-on, negotiating a renewal, working with a procurement team
• Composure in difficult conversations: explaining a data discrepancy or a missed deliverable without losing the relationship
• Practical daily use of LLMs and AI agents at work

Benefits

• Base salary
• Bonuses
• PJ employment with a possibility to move to CLT employment later
• Collaboration with colleagues across Portugal, Brazil, Latvia and China, with opportunities for promotions