Customer Retention Analyst

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

📋 Description

• Engage directly with customers expressing a desire to cancel, facilitating retention discussions and reversal of churn.

• Rapidly assess the underlying factors contributing to cancellation: usage, perceived value, competition, budget constraints, or product dissatisfaction.

• Implement relevant win-back strategies tailored to the customer's profile and timing.

• Track consumption metrics (% of documents accessed, feature adoption rates, cohort performance) to identify customers at risk of cancellation before it occurs.

• Perform proactive engagement initiatives including calls, activation checklists, targeted campaigns, and consultative meetings.

• Deliver prompt training and practical support for customers with low engagement levels.

• Document usage diagnostics and reasons for churn in the CRM (HubSpot), and suggest improvement strategies.

• Assist in expanding service usage into new internal departments of the customer (HR, Legal, Sales, etc.) as part of the retention approach.

• Aid in the development of educational resources and follow-up communications.

• Collaborate with customer segments, effectively balancing scale with a personalized touch.

⛳️ Requirements

• Previous experience dealing with cancellations, churn, or retention within a SaaS framework (essential for this position).

• A proactive, communicative, organized, and resilient demeanor, particularly in challenging situations or when addressing dissatisfied customers.

• Capability to engage in tough conversations with empathy and a focus on solutions.

• Understanding of retention metrics: NRR, churn rate, health score, LTV.

• A keen interest in technology and assisting customers in achieving their business goals.

• Strong competency in managing high volumes and prioritizing tasks effectively.

🏝️ Benefits

• Fully remote work environment.

• A culture built on trust, focused on results, with numerous challenges and learning opportunities.

• Autonomy and ownership within a collaborative and empathetic atmosphere.

• A feedback-oriented culture featuring regular one-on-one meetings with supportive leadership and no micromanagement.

• Comprehensive benefits package including meal/food vouchers, childcare allowances, home office stipends, health coverage, educational and cultural benefits, Gympass, a day off for birthdays, discounts on therapy and English language courses, among various other partnerships.