Customer Success Analyst – Farmer

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

📋 Description

• Oversee the customer portfolio, focusing on account retention and growth.

• Design and execute the customer journey.

• Create processes, workflows, and routines for Customer Success.

• Facilitate follow-up, alignment, and presentation meetings to discuss results.

• Ensure consistency between the agreed-upon scope, deliverables, and the customer's perceived value.

• Detect churn risks and implement preventive measures.

• Identify opportunities for upselling and portfolio expansion.

• Coordinate communication between customers and internal teams.

• Develop metrics for portfolio health and establish monitoring routines.

• Document information and follow-ups in the CRM system.

• Collect strategic feedback to foster ongoing improvements in operations and customer experience.

• Assist in the development and enhancement of the Customer Success function.

⛳️ Requirements

• Prior experience in Customer Success, Customer Relations, or Account/Portfolio Management.

• Background in service-oriented companies, ideally in marketing, advertising, or digital agencies.

• Proven track record of leading strategic customer meetings.

• Understanding of digital marketing and the dynamics of agency operations.

• Experience in creating or organizing Customer Success processes.

• Familiarity with CRM systems and metrics related to retention, expansion, and customer satisfaction.

• Strong analytical skills to track metrics and manage portfolio development.

• Completed or currently pursuing higher education in a relevant field.

• Ability to communicate clearly, objectively, and professionally.

• Consultative and solution-focused mindset.

• Excellent organizational and prioritization abilities.

• Ownership mentality and accountability for managing the customer portfolio.

• Proactive in structuring processes and enhancing workflows.

• Skilled in negotiation and managing expectations.

• Results-oriented with a strong focus on customer retention.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• A collaborative and supportive work environment.

• Flexible working arrangements.

• Access to training and resources to enhance skills.