Customer Success Manager
Joom
full-time
Posted on:
Location Type: Remote
Location: Brazil
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About the role
- Develop and maintain strong client relationships, ensuring alignment with customer needs
- Serve as the primary contact for customer inquiries, ensuring timely resolution of issues
- Create detailed reports, analysis and recommendations based on Joom Pulse data for our customers
- Lead frequent meetings with customers and oversee ongoing product training sessions
- Drive growth through upsell/cross-sell opportunities while consistently improving NPS and success KPIs
- Facilitate end-to-end customer onboarding and technical adoption of our data tools
Requirements
- Proven experience working for seller/brand or store on marketplaces as a consultant or as an analyst
- Advanced knowledge of key e-commerce metrics and market specifics for merchants and brands
- Proven ability to transform raw data and graphs into structured business logic and clear narratives
- 'AI-friendly' mindset with practical experience using AI tools for task automation
- Proven track record of handling in-depth product, design, and problem interviews
- Hands-on experience with customer retention and nurturing relationships with enterprise businesses
- At least intermediate level in English, fluent Portuguese
- Preferred Experience in working with analytical tools similar to JoomPulse
Benefits
- Competitive compensation: fixed monthly fee paid via service contract PJ/PF employment with a possibility to move to CLT employment later
- Remote-first flexibility: work from anywhere in Brazil, with flexible hours and clearly defined responsibilities
- Growth opportunities: potential for long-term collaboration and transition to full-time employment, based on mutual fit and business needs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysiscustomer onboardingtechnical adoptione-commerce metricstask automationproduct designproblem interviewscustomer retentionbusiness logicnarrative development
Soft skills
client relationship managementcommunicationproblem-solvingleadershiporganizational skillscustomer servicecollaborationadaptabilitynegotiationcritical thinking