Customer Success Manager
hace 3 días

ABOUT USVTEX is the only multitenant commerce platform capable of unifying experiences in all sales channels. With a robust solution, scalable cloud infrastructure and powerful tooling, our platform accelerates the transformation of complex operations.

More than 3400 renowned companies of varying sizes and segments, with operations in 43 countries and in global expansion, have in VTEX the solution for the online sale of their products, among them major names such as Sony, Motorola, Walmart, Whirlpool, Coca-Cola, Stanley Black & Decker, and Nestlé.

OUR CULTURE TRUST TO BE TRUSTED : We trust each other without reservations and delegate our responsibilties continuously.

To be trustworthy you need honesty, transparency and consistency in quality and performance. This bond is built upon exchange : trust to be trusted.

BUILD FOR COMMUNITY : It's all about being ready to grow and reach new levels together. When you have a solid foundation, modular thinking and a scalable essence, you're building for the community.

We are global but we're audacious enough to aim for the stars. BE BOLD : Boldness is about challenging the status quo and not being afraid to make mistakes or take risks.

We test new alternatives, walk into the unknown and explore possibilities no one thought about. To be bold is to apologize instead of asking for permission.

ABOUT THE TEAM AND THE OPPORTUNITY Our Customer Experience team is the main interface between VTEX and its customers. We are looking for a quick learner who likes technology, wants to master the different scenarios of the VTEX platform, can develop creative solutions to our customers' challenges and is always engaged in improving the customer-company relationship.

JOB TO BE DONE The Customer Success Manager (CSM) is in charge of helping our customers reach their true sales potential while maximising the customer's lifetime value for VTEX.

He / she ensures our customers are engaged with us, loyal to our brand and promoters of our products. He / she is the main point of contact between our customer and VTEX, being the customer's voice internally.

The CSM works with our support analysts, specialists and project teams to ensure technical needs are met. The CSM is an eCommerce expert, and will help our customers in the identification of opportunities and in the execution of their growth plan.


  • Guide our customers and partners in planning, executing and measuring e-commerce programs and projects for various business models and company sizes
  • Develop joint business plans and lead health check points
  • Advocate internally for our customers', influencing processes and product decisions
  • Establish strong relationships with our customers' middle to senior executives
  • Understand the customer's business demands and proactively support solving our customers’ and partners’ questions and issues while leveraging our knowledge base whenever possible
  • Investigate the platform's technical scenarios to address customer’s business and technical questions;
  • Interact with different areas within the organization, such as sales and R&D teams
  • Collaborate with our customers providing with tactical guidance towards the digital commerce path VTEX believes in, thereby ensuring their success

  • Has a solid experience in various areas around eCommerce. Experienced in solving business problems and quickly picking up new tools or skills
  • Business savvy : to get close to customers, our Customer Success Manager needs to understand them in particular, the mechanics of their business
  • Analytical : a strong CSM should be able to unlock value from data in order to identify opportunities
  • Tech savvy : some level of "technical comfort" makes it a lot easier to understand the product and its potential
  • Mature and has a high "emotional quotient" : patience, calmness under pressure, attentiveness (the ability to listen, rather than speak), empathy and a polite demeanor are a must for this role.
  • The CSM has a high ability of developing strong business relationships.

  • A strong communicator - both verbally and in writing
  • An strategic thinker : the CSM must be able to see beyond the customer's expressed needs and opportunities. He / she needs to understand the direction the market in going towards, and either support the client in finding the best ways to follow the market, or on how to lead change whenever possible.
  • Able to work autonomously and has a very high level of energy
  • Able to work with multiple cross-functional groups, including business and technical teams
  • Fluent in English

  • It is not mandatory, but would be a plus :
  • Experience in a mature / leading eCommerce player;
  • Experience with JavaScript, CSS, HTML is a plus;
  • Experience with Web Analytics;
  • Familiarity with API Rest and Soap;
  • Experience with backend development;
  • Intermediate user of Microsoft Excel;
  • Experience with Google Analytics;
  • Experience with the VTEX platform is a plus.

  • Competitive compensation
  • Flexible work schedule
  • Health and dental
  • Extended parental leaves
  • Language scholarship : 65% subsidies in English, Spanish and Portuguese coursesDIVERSITY AND INCLUSIONWe believe that inclusion inspires innovation and strong teams thrive inside diverse environments.
  • We are committed to a hiring process that ensures equal opportunities for all, regardless of ethnicity, gender, disability, sexual orientation, gender identity or religion.

    VTEX continues to hire for all open roles, all interviewing and onboarding are done virtually due to COVID-19. Everyone new to the team and our current staff will temporarily work from home until it is safe to return to our offices.

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