Customer Success Analyst – Mentoria Mestre

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

📋 Description

• Proactive management of the mentees' journey

• Conduct individual follow-up sessions — schedule and hold monthly one-on-one meetings, track success milestones to ensure mentees remain on track, analyze obstacles, and create action plans

• Re-engagement — identify students who are absent or have low activity and reach out to reintegrate them into the program

• New mentee onboarding — facilitate kickoff sessions for new mentees, align expectations, and set up access to the student area (MemberKit, Hotmart)

• Material curation and support — select and distribute requested materials to mentees, ensuring they have the necessary resources to advance with clarity and independence

• Attendance in live sessions — participate in live classes to grasp technical content and monitor student engagement in real-time

• Group moderation — serve as the primary point of contact in WhatsApp groups, promote interaction, and maintain high standards within the group

• Case collection — identify and document success stories

• Renewal management — oversee contract terms and work to ensure the student's ongoing participation in the program

• NPS analysis — monitor satisfaction scores and take proactive measures in cases of dissatisfaction

• Data management — keep databases current and produce reports on portfolio health

⛳️ Requirements

• Experience in customer service, account management, or relationship management, ideally within B2B or agency settings

• Organized, proactive individual with a keen eye for detail

• Ability to swiftly identify and resolve issues

• Exceptional written communication skills and the capability to hold stakeholders accountable in a firm yet supportive manner

• Proficiency with platforms like Hotmart, MemberKit CRM, and AI tools (ChatGPT, Fireflies, NotebookLM)

🏝️ Benefits

• Meal allowance

• Remote work allowance

• Health benefit

• Life insurance

• Career development plan

• Day off on your birthday

• Partnership with SESC

• Childcare assistance

• Extended maternity and paternity leave

• Pharmacy discounts

• Discounts with partner universities, business schools, and language schools

• Access to Mestre Academy courses