Customer Success Specialist

Customer Success Specialist

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 a proactive, customer-focused Customer Success Specialist to foster strong client relationships, enhance user satisfaction, and support seamless product adoption and retention.

Responsibilities

• Develop and maintain strong client relationships, ensuring alignment with customer needs
• Provide fast & full answers to clients' questions and support for their problems
• Keep customers informed on new features and best practices to enhance usage
• Monitor customer engagement and satisfaction to identify upsell and renewal opportunities
• Lead renewal processes and identify growth opportunities within customer accounts
• Ensure high retention rate by providing excellent customer success service & support

Requirements

• 1+ years of experience in customer success management
• Fluency in Portuguese
• Advanced communication skills with ability to handle difficult client conversations, build client trust and understand client perspectives
• Ability to collect, structure, and filter clients' feedback, and 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 and medium businesses
• Strong analytical skills and data-driven approach
• Practical use experience of AI tools and quick software learning ability
• Experience working based on KPIs (SLA, CSAT, Retention, Churn, Refunds) and results-oriented execution

Preferred

• Good English proficiency
• Experience working in a similar Brazilian e-commerce and/or analytical tools' company

We offer

• Compensation package: base salary and bonuses
• PJ employment with a possibility to move to CLT employment later
• 100% paid sick leave
• Collaboration with colleagues across Portugal, Brazil, Latvia and China, with opportunities for promotions

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