Customer Success Analyst – Farmer

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

📋 Description

• Proactively manage a customer portfolio, tracking engagement, platform utilization, and progress towards objectives.

• Initiate outreach to customers based on analytics, historical data, behaviors, and recognized opportunities.

• Discover avenues for growth, new contracts, and increased adoption of Mellro.

• Re-engage customers who are disengaged or inactive by formulating reactivation strategies.

• Oversee the contract lifecycle—from analysis and approval to signature—to enhance conversion rates.

• Collaborate with customers to promote the utilization of Mellro’s features and broaden contracts executed via the platform.

• Evaluate customer portfolios and create tailored action plans.

• Document communications, history, context, next steps, and opportunities in ClickUp.

• Monitor metrics related to portfolio, contracts, engagement, retention, reactivation, and expansion.

• Conduct consultative meetings with customers as necessary.

• Identify risks of churn and implement preventive measures.

• Assist customers in using Mellro by addressing inquiries regarding processes, contracts, analyses, and features.

• Recognize challenges and opportunities to enhance the customer experience, and relay insights to the team.

• Engage in campaigns and initiatives aimed at portfolio growth.

⛳️ Requirements

• Proven experience in Customer Success, portfolio management, or consultative B2B relationship management.

• Experience facilitating business review meetings and showcasing value.

• Familiarity with Customer Success metrics, including NPS, Health Score, Churn, Retention, Expansion, Cross-sell, and Upsell.

• Analytical skills to interpret data and convert it into actionable customer plans.

• Proficiency with CRM and management tools such as RD Station, Slack, ClickUp, and Google Workspace.

• Capability to lead consultative discussions and influence customers through data and strategic insights.

• A consultative approach with a strong focus on achieving results.

• A commercial mindset, comfortable discussing business matters, opportunities, contracts, results, and growth.

• Strategic vision with the ability to identify growth opportunities within accounts.

• Resilience and comfort in working towards demanding targets.

• An analytical mindset, utilizing data to inform decisions and recommendations.

• Bachelor’s degree, postgraduate degree, or MBA.

• Suitable setup for remote work, including a computer or laptop and a conducive workspace.

• Experience working under a PJ (legal-entity contractor) arrangement.

🏝️ Benefits

• Cost-of-living allowance

• Flexible hours

• Day off

• Wellness platform

• Paid bonus days off