Customer Success Manager

Joom Pulse is a data platform that provides analytics and recommendations for marketplace sellers.

Its features allow you to review the most profitable products, know the estimated profit of buying directly from the supplier, discover the categories with the greatest growth potential and explore profitable ways to expand your business.

Joom Pulse helps make e-commerce data easy to understand and efficient for all sellers.Joom Pulse is one of key businesses of Joom, an international group of e-commerce companies that was founded in 2016 in Latvia.

Joom also includes the following businesses : Joom Marketplace, a platform for shopping from all over the world; Onfy, a pharmaceutical marketplace in Germany, and JoomPro, a platform for cross-border wholesale trade.

Joom's offices are located in Latvia, China, Hong Kong, the USA, Germany, Brazil, and Portugal.

Joom Group has its HQ in Lisbon, Portugal.We are looking for a proactive, customer-focusedCustomer Success Managerto foster strong client relationships, enhance user satisfaction, and support seamless product adoption and retention.ResponsibilitiesDevelop and maintain strong client relationships, ensuring alignment with customer needsEvaluations of active accounts to identify and resolve issues impacting SaaS usersServe as the primary contact for customer inquiries, ensuring timely resolution of issuesKeep customers informed on new features and best practices to enhance usageMonitor customer engagement and satisfaction to identify upsell and renewal opportunitiesConduct in-depth interviews to gather customer insights and advocate for customer needs in product discussionsLead renewal processes and identify growth opportunities within customer accountsRequirements3+ years of experience in customer success managementExperience with SaaS data management platformsExperience using AI tools, LLMs, and creating specifications for AI agents that will operate as a customer supportAbility to systematically manage and work with the key metricsProven track record of handling in-depth product, design, and problem interviewsAbility to collect, structure, and filter clients' feedback, and transfer this to the stakeholders as marketing manager, product manager, and other internal teamsHands-on experience with customer retention and nurturing relationships with small and medium businessesStrong analytical skills and data-driven approachFluency in English and PortuguesePreferredHands-on experience in reaching decision makers to identify potential clientsExperience in e-commerceWe offerCompensation package : base salary and performance-based bonuses, CLT employmentOffice-first : flexible hours with a possibility to work remotely 52 days per year, and 30 days of paid annual leaveCare & Wellbeing : extended health insurance for the employees, their spouses, and children (including dental care), transportation and daily meal allowance, and 100% paid sick leaveTeam & Growth : collaboration with colleagues across Portugal, Brazil, Latvia, and China, with opportunities for promotions, professional training, and English coursesCommunity & Engagement : annual team building activities, knowledge-sharing workshops, and a strong sense of teamworkBefore applying for the above position, please review our Candidate Privacy Notice here : .

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