Customer Success Analyst (Mid-Level)

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

📋 Description

• Oversee a portfolio of mid-sized and large enterprise clients, emphasizing customer retention, platform utilization, and enhancing perceived value.

• Act as the main point of contact for customers within the company.

• Perform health analyses of customer portfolios, identifying risk and opportunity indicators while defining and prioritizing action plans.

• Manage retention and renegotiation efforts by aligning the customer's actual needs with value-based arguments.

• Discover and cultivate expansion opportunities (upsell/cross-sell) through a consultative approach in collaboration with sales teams.

• Serve as the intermediary between customers and teams such as Product, Finance, and Support, ensuring issues are followed up until resolved and maintaining accurate records.

• Embrace a digital mindset, exhibit curiosity about emerging technologies, and show interest in how Artificial Intelligence can enhance processes, experiences, and outcomes.

⛳️ Requirements

• Proven experience in Customer Success, portfolio management, or B2B relationship management, demonstrating success in retention and expansion for mid-sized and large enterprise clients.

• Strong analytical skills to interpret portfolio metrics and guide decision-making and prioritization.

• Excellent verbal and written communication abilities, providing clarity during meetings with users and decision-makers, and documenting customer interactions effectively.

• Team-oriented approach when collaborating with colleagues and other departments.

• Demonstrated autonomy and accountability in managing customer issues from beginning to end.

• Exceptional organizational skills, anticipating risks, and openness to constructive feedback.

• Preferred: experience with clients in the logistics or retail industries.

• Knowledge of or interest in Artificial Intelligence technologies, including tools, applications, and concepts.

🏝️ Benefits

• Meal or food allowance.

• Health and dental insurance.

• Home office allowance.

• Profit-sharing and performance-based bonuses.

• Setup Kit voucher.

• Life insurance.

• Day off for birthdays.

• GoGood | Conexa program.

• Health and wellness promotion program.

• Partnerships and discounts.

• Fully remote work within Brazil.