Customer Success Manager at Joom Pulse

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 the key businesses of Joom, 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 HQ in Lisbon, Portugal.

We are looking for a proactive, client-oriented Customer Success Manager to foster strong relationships, enhance user satisfaction, and support seamless product adoption and retention.

Responsibilities

• Develop and maintain strong client relationships, ensuring alignment with customer needs
• Evaluate of active accounts to identify and resolve issues impacting SaaS users
• Serve as the primary contact for customer inquiries, ensuring timely resolution of issues
• Keep customers informed on new features and best practices to enhance usage
• Monitor customer engagement and satisfaction to identify upsell and renewal opportunities
• Conduct in-depth interviews to gather customer insights, and advocate for customer needs in product discussion
• Lead renewal processes and identify growth opportunities within customer accounts

Requirements

• 3+ years of experience in customer success management
• Experience with SaaS data management platforms
• Proven track record of handling in-depth interviews
• Ability to collect, structure and filter clients feedback, transfer this to the stakeholders as marketing manager, product manager and other internal teams
• Hands-on experience with customer retention and nurturing relationships with small & medium businesses
• Strong analytical skills and data driven approach
• Fluent in English and Portuguese

Preferred

• Hands-on experience in outreaching decision makers to identify potential clients

We are offering

• CLT employment with all benefits according Brazil labour law
• Flexible working hours and 30 days of paid annual leave
• Extended health insurance for the employees, their spouses, and children, including dental care coverage
• 100% paid sick leaves
• Personal development: professional events, workshops, English classes, corporate library
• Daily meal allowance
• Annual team retreats