Analista de Customer Success Pleno

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

📋 Description

• Provide customer service to the Mid segment in both reactive and proactive manners, identifying challenges or low platform usage.

• Conduct in-depth diagnostics regarding the client's context and business, pinpointing root causes.

• Map the client's organizational structure, new decision-makers, and expansion opportunities.

• Present best practices and develop actions that link platform usage to expected results.

• Facilitate group training sessions on the product in a 1:many format.

• Contribute to the client's success throughout their lifecycle by minimizing churn risks.

• Act as a liaison between Support, Product, Sales, and Onboarding teams.

• Suggest continuous improvement actions and share insights with Solutions and Product teams.

• Monitor market changes that may impact clients.

• Document and follow up on demands in HubSpot.

⛳️ Requirements

• Previous experience in the SaaS market.

• Familiarity with using the HubSpot tool.

• Basic understanding of APIs.

• Adaptive communication skills for different user profiles, from technical teams to business decision-makers.

• Active and empathetic listening, translating client feedback into concrete actions.

• Curiosity about the client's business and the market.

• Strong sense of ownership, taking responsibility for demands until resolution.

• Creativity in proposing solutions and new approaches.

• Organizational skills and ability to manage multiple clients and demands simultaneously.

• Experience conducting group training sessions in a 1:many format.

• Results-oriented with comfort in working towards goals.

• Advantage: experience in Customer Success focused on product adoption and engagement.

• Advantage: familiarity with products or platforms utilized via API.

🏝️ Benefits

• 100% remote work.

• A culture of trust, focused on results, with ample challenges and learning opportunities.

• Autonomy and leadership in a collaborative and empathetic environment.

• Feedback culture and 1:1 meetings with human leadership, free from micromanagement.

• Meal allowance.

• Childcare assistance.

• Home office support.

• Health assistance.

• Educational and cultural support.

• Gympass access.

• Day off for birthdays.

• Discounts on therapy.

• Discounts on English courses.

• Additional partnerships.