Enterprise Customer Success Manager at JoomPulse

Joom

30d • Hybrid

About The Position

JoomPulse is an AI analytics tool designed for Mercado Livre and Shopee sellers. It provides insights into profitable products and fast-growing categories, enabling sellers to increase their profits through data-driven decisions. JoomPulse is a significant part of Joom Group, an international technology-focused e-commerce conglomerate established in 2016 in Latvia. Joom Group also encompasses Joom, a global cross-border marketplace; JoomPro, a unique end-to-end cross-border B2B marketplace; and Onfy, a German pharmaceutical marketplace. With offices in Latvia, China, Germany, and Brazil, and its headquarters in Lisbon, Portugal, Joom Group operates as a unified international team, fostering knowledge sharing and collaboration across countries, businesses, and products. We are seeking an Enterprise Customer Success Manager to manage the relationships, delivered value, and renewals for all JoomPulse enterprise accounts.

Requirements

• 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

Nice To Haves

• English at B2 level or above
• Spanish is a plus

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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed