Enterprise Customer Success Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Take charge of the relationship, the value delivered, and the renewal process for each enterprise account.

• Facilitate monthly business reviews with the client's team and coordinate quarterly planning throughout the account.

• Transform Mercado Livre and Shopee data into personalized insights and actionable recommendations.

• Foster retention and revenue growth within the current client base.

• Conduct comprehensive interviews and training demonstrations to collect customer insights and advocate for their needs during product discussions.

• Maintain a high client satisfaction index for the service provided.

• Travel to client locations and industry events: 2–3 trips annually, along with additional ad hoc visits.

⛳️ Requirements

• Full ownership of large marketplace seller or brand accounts, including onboarding, adoption, business review cadence, renewal, and expansion.

• Solid understanding of brand-side marketplace metrics: category share by value and units, 1P vs 3P, assortment and availability, BuyBox, average ticket, and unauthorized seller detection.

• Experience in ensuring price policy compliance for brands: suggested vs monitored pricing, proportion of listings within and outside policy, EAN/SKU matching.

• Capability to analyze raw data, derive implications for the client's commercial strategy, and craft actionable recommendations.

• Strong presentation skills at a senior level: conducting business reviews for brand managers, e-commerce leaders, and commercial directors.

• Commercial acumen within existing accounts: constructing the rationale for add-ons, negotiating renewals, and collaborating with procurement teams.

• Poise in challenging conversations: clarifying data discrepancies or missed deliverables while preserving the relationship.

• Practical daily application of LLMs and AI agents in the workplace.

• Proficiency in English at a B2 level or higher (preferred).

• Spanish language skills are a plus.

🏝️ Benefits

• Competitive compensation package including base salary and bonuses.

• PJ employment with the potential to transition to CLT employment in the future.

• Opportunity to collaborate with colleagues from Portugal, Brazil, Latvia, and China, along with prospects for career advancement.