Enterprise Customer Success Manager at JoomPulse

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
• Support the wider Customer Success team with SMB client relations
• 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

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