Customer Success Analyst, Mid-level

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

📋 Description

• Monitor and analyze metrics on the CSM Portfolio Dashboard to effectively prioritize risks and opportunities.

• Implement and drive consistent actions derived from playbooks for Risk Stage, Critical Cases, and Involuntary Churn.

• Facilitate retention discussions and manage medium-complexity negotiations.

• Establish strategic connections aimed at enhancing Health Score, engagement, and product adoption.

• Lead retention dialogues, offer functional support, provide operational guidance, and clarify features of the contracted solution.

• Investigate root causes of churn and suggest consistent improvements.

• Collaborate with Support on recurring issues, relevant technical cases, and devise action plans.

• Actively engage in the integration processes with other systems, ensuring a consultative approach and minimizing risks.

• Assist the Commercial team by identifying clear upsell, upgrade, and cross-sell opportunities.

• Contribute to the development and ongoing enhancement of playbooks.

• Provide the team with technical knowledge, best practices, and execution examples.

⛳️ Requirements

• Proven experience managing a customer portfolio in Customer Success.

• Demonstrated ability to handle conflicts with maturity and a consultative approach.

• Capacity to autonomously resolve medium-complexity problems with a solution-oriented mindset.

• Consultative, clear, and customer-centric communication skills.

• Familiarity with CRM tools, particularly HubSpot (or similar platforms).

• Proficient in data analysis and running queries in Metabase.

• Strong competency with Google Workspace (Google Meet, Sheets, etc.).

• High level of responsibility, organizational skills, and self-management.

• Team-oriented mindset with a collaborative approach.

• Serve as a reference point, contributing to collective growth and the quality of deliverables.

🏝️ Benefits

• CLT employment (Brazilian labor contract) to ensure greater security.

• Remote work flexibility, enabling you to work from your preferred location.

• Flash meal allowance of R$ 770/month.

• Goomer wellness allowance of R$ 120/month for personal well-being investments.

• Unimed Seguros health plan at no cost to you.

• Odontoprev dental plan, also at no cost.

• Life insurance and care leave provisions.

• 6-month maternity leave policy.

• 2-month paternity leave policy.

• Childcare assistance available.

• Partnerships with gyms (Wellhub).

• Educational benefits and partnerships with English-language schools.

• Birthday day off (enjoy a day off during your birthday month).