Customer Success – Enterprise Accounts

About The Role

If you're passionate about building long-lasting relationships with major clients, turning challenges into strategic solutions, and delivering real results through a well-designed success journey, this opportunity is for you!We are looking for a professional to work directly with strategic (Tier 1 – Enterprise) clients, playing a key role in revenue growth, retention, and the overall success of our business partners.

🎯 Your main responsibilities will include:

• Build and maintain strong, strategic relationships with large enterprise clients, ensuring consistent and high-level communication.

• Deeply understand client needs, proposing tailored projects and solutions that drive their business outcomes.

• Proactively monitor the use of our products and services, identifying areas for improvement and value creation.

• Act as a trusted advisor, guiding clients in adopting best practices to maximize the return on VTEX solutions.

• Identify upsell opportunities and new projects, directly contributing to revenue growth and increased GMV within the portfolio.

• Develop performance-driven strategies to help clients sell more and sell better.

• Anticipate churn risks, acting swiftly and empathetically to reverse critical situations with personalized action plans.

• Drive the expansion of Annual Contract Value (ACV), from qualifying leads to closing long-term agreements.

• Stay up to date on our product roadmap and complete relevant certifications to support your growth within VTEX.

🎯 Required Skills & Experience

• Solid experience in Customer Success, Account Management, or related areas, especially working with Enterprise (Tier 1) clients.

• Proven track record in consultative account management, with a focus on customer retention, revenue expansion (upsell/cross-sell), and long-term success.

• Knowledge of churn reduction strategies and customer engagement tactics throughout the client lifecycle.

• Excellent verbal and written communication skills, with the ability to engage with stakeholders at all levels, including C-level executives.

• Strong analytical skills, with the ability to interpret key performance metrics (e.g., NPS, churn rate, GMV, ACV) and make data-driven decisions.

• Experience using CRM and Customer Success platforms, such as Salesforce, HubSpot, Gainsight, or similar tools.

• Proactive mindset with a strong sense of ownership and urgency, focused on problem-solving and value creation.

• Bachelor’s degree completed, preferably in Business Administration, Marketing, Engineering, Communication, or related fields.

• Availability for in-person client meetings, when necessary.

• Intermediate to advanced English proficiency, especially for working with global clients or VTEX-related materials in English.

About VTEX

Benefits