Enterprise Customer Success Manager at JoomPulse

Joom; São Paulo; On-site; BRL 180,000 - 240,000; Full time

Benefits offered by this job

Base salary + bonuses

PJ employment with potential move toCL

International collaboration across >4"

Job summary

JoomPulse, a key business of Joom Group, seeks an Enterprise Customer Success Manager to own relationships with large marketplace sellers and brands. You will manage onboarding, adoption, business reviews, renewals and expansions, turning Mercado Livre and Shopee data into practical recommendations.

Preferred candidates excel in presenting to senior stakeholders, negotiating add-ons, and driving retention. This role involves collaboration with teams across Portugal, Brazil, Latvia and China and

Qualifications

• Experience running business reviews and renewals for enterprise accounts.
• Ability to translate raw marketplace data into actionable recommendations.
• Strong client-facing communication and negotiation skills.
• Daily use of AI tools and LLMs in client success workflows.

Responsibilities

• Own the relationship and renewal for every enterprise account.
• Lead monthly business reviews and quarterly planning with client teams.
• Translate Mercado Livre and Shopee data into actionable insights.
• Drive retention and expansion revenue within existing accounts.
• Conduct customer interviews and product feedback sessions.
• Maintain high client satisfaction and NPS-like metrics.
• Travel to clients 2–3 times per year and at events.

Skills

Client relationship management

Data interpretation

Negotiation

Presentation skills

Communication

AI literacy

Tools

LLMs

AI agents

Job description

JoomPulse is an AI analytics tool for Mercado Livre and Shopee sellers, providing insights into the most profitable products and fastest-growing categories — helping sellers boost their profits with data-driven decisions.

JoomPulse is one of the key businesses of Joom Group, an international tech-centric group of e-commerce companies that was founded in 2016 in Latvia. Joom Group also includes the following businesses: Joom, a global cross-border marketplace; JoomPro, the first and only end‑to‑end cross‑border B2B marketplace; and Onfy, a pharmaceutical marketplace in Germany. Joom Group has offices in Latvia, China, Germany, and Brazil, with its headquarters in Lisbon, Portugal. We work as one international team, sharing knowledge and collaborating across countries, businesses, and products.

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.

Responsibilities

• 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

Preferred

English at B2 level or above; Spanish is a plus

• Compensation package: base salary and 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