Customer Success Analyst, Mid-Level – Adoption

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

📋 Description

• Assume responsibility for the customer following the implementation delivery from the Implementation Specialist and verify the entry criteria for the initial adoption phase.

• Track system usage metrics to assess whether the customer is functioning independently or needs assistance.

• Deliver focused, immediate, and consultative support through WhatsApp, Intercom, and similar platforms during the initial days of usage.

• Initiate and oversee structured contact schedules and conduct regular check-ins regarding the new customer's well-being and experience.

• Confirm the success criteria for initial adoption and formalize the transition to the Customer Health team.

• Relay information to the Enablement and IS teams regarding recurring inquiries or issues following Go-Live.

⛳️ Requirements

• Currently enrolled in or have completed a bachelor's degree in Business Administration, Financial/Accounting Management, Communications/Public Relations, Information Systems, or a related discipline.

• An engaging, empathetic individual with a strong ability to teach and provide consulting services.

• Quick, friendly, and objective communication style suited for fast channels such as chat and messaging.

• Excellent organizational skills to manage recurring contact schedules across a high-volume customer base.

• Substantial experience in Customer Success, focusing on adoption or onboarding; premium customer service; or software training.

• Capability to analyze usage reports and link log data with actual user behavior.

• Advanced proficiency in Excel, including functions such as SUMIF, VLOOKUP, XLOOKUP, COUNTIF, and CONCATENATE, as well as the ability to create pivot tables and charts for usage data analysis.

• Knowledge of multichannel customer support tools and CRMs.

• Preferred: experience in designing adoption journeys (Tech-touch / Low-touch) for SaaS customers.

• Preferred: familiarity with technology, ERP systems, and/or financial systems.

• Preferred: knowledge of financial and/or tax matters.

🏝️ Benefits

• Dental Plan | Amil Dental

• Health Plan | Bradesco Saúde

• Mental Health Platform

• Telemedicine Platform

• Life Insurance | Prudential

• Pharmacy Benefit

• Gym Allowance

• Birthday Day Off

• Flexible Meal Voucher

• Home Office Allowance

• Childcare Assistance

• Transportation Voucher and Company Shuttle

• Discount Platform (Allya, SwileShop, and Dell)

• Educational Benefits

• Travel Benefits

• Pet Health Plan

• SESC Benefits

• Profit-Sharing Program (PPRR)