Customer Success Analyst

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

📋 Description

• Take ownership and manage customer relationships within your portfolio, prioritizing adoption, retention, and long-term value.

• Establish trusted advisory relationships with customers at various levels, including Directors and VPs.

• Actively identify risks, opportunities, and areas for improvement to enhance the customer experience.

• Champion customer needs internally by collaborating with Product, Services, Support, and Account Management teams.

• Inform customers about product updates, roadmap initiatives, and Intelex programs.

• Monitor customer health metrics and maintain clear success plans along with action items.

• Identify and manage risks through to resolution, ensuring timely follow-up and communication.

• Conduct Strategic Business Reviews for key and strategic accounts.

• Document customer success stories and support reference and advocacy initiatives.

• Collaborate with Services and Account Management to encourage account growth through adoption, upselling, and cross-selling opportunities.

• Contribute to Customer Success campaigns in partnership with Marketing and Customer Success leadership.

• Continuously enhance product knowledge to confidently communicate value and roadmap direction.

⛳️ Requirements

• A minimum of 2 years of experience in a SaaS or technology setting (Customer Success, Account Management, Consulting, Project Management, or similar).

• Excellent written and verbal communication skills in English.

• Demonstrated ability to establish and maintain strong customer relationships.

• Analytical mindset with strong problem-solving and decision-making abilities.

• Experience with CRM and/or customer support platforms.

• Capability to manage multiple priorities with strong organizational skills and attention to detail.

• Proven track record in supporting customer retention and satisfaction.

• Familiarity or experience in Environmental, Health, Safety, or Quality (EHSQ) is an added advantage.

🏝️ Benefits

• Opportunity to work with a globally recognized, market-leading SaaS company.

• A collaborative and inclusive culture that emphasizes growth and learning.

• Exposure to enterprise customers across various industries.

• Ongoing professional development and product enablement.

• Competitive compensation and benefits package.

• Flexibility to work in a hybrid or remote environment, depending on the role.

• A clear pathway for career advancement in Customer Success and beyond.