Customer Success Analyst, Mid-level

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

📋 Description

• Manage a portfolio of SMB customers, focusing on adoption, retention, and value realization.

• Supervise and assess the actions taken by AI agents to ensure their efficacy.

• Serve in a consultative role with customers in scenarios that necessitate relationship management, negotiation, or critical analysis.

• Track portfolio metrics and convert data into actionable plans.

• Identify opportunities for expansion and execute strategies to mitigate churn.

• Suggest enhancements to playbooks, customer journeys, and operational automations.

• Utilize AI to tailor communications, prioritize tasks, and enhance productivity.

• Share insights and aid in developing the processes and agents utilized by the team.

• Collaborate closely with Product, Marketing, Onboarding, and Support teams to enhance the customer experience.

⛳️ Requirements

• Proven experience in managing a SaaS customer portfolio within Customer Success.

• Strong understanding of retention, adoption, expansion metrics, and health scores.

• Familiarity with CRM systems, Customer Success platforms, and automation tools.

• Analytical skills for making data-driven decisions.

• Knowledge of AI applications in Customer Success is a plus.

• Nice to have: experience in high-volume SMB operations.

• Nice to have: experience managing a Tech Touch portfolio.

• Nice to have: understanding of Product-Led Growth principles.

• Nice to have: experience with automation and engagement tools.

🏝️ Benefits

• 100% remote work.

• Comprehensive medical and dental coverage.

• Access to telemedicine services.

• Programs focused on health and wellness.

• Meal allowance / meal voucher (vale-alimentação / vale-refeição).

• Special Christmas meal voucher.

• Gym membership plan.

• Home office allowance.

• Knewin Fit program.

• Pet health plan.

• Day off for your birthday.

• Short Fridays — no make-up hours or salary reduction.

• Viagem On Happy travel program.

• Childcare assistance.

• Extended parental leave: 180 days for mothers and 35 days for fathers.

• Life insurance.

• Payroll-deductible loans.

• Agile, flexible, and adaptable work environment.

• Inclusive culture and a commitment to equity.