Customer Success Analyst, Mid-Level – Key Account

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

📋 Description

• Establish and onboard Key Account clients.

• Oversee platform adoption and utilization.

• Manage the overall health of the customer portfolio by identifying potential risks and opportunities.

• Conduct check-in meetings and develop action plans.

• Promote customer engagement and drive growth.

• Identify avenues to enhance and increase the usage of solutions.

• Function in a consultative role to deliver value and strengthen customer relationships.

• Collaborate with internal teams to ensure a positive customer experience.

⛳️ Requirements

• Prior experience in Customer Success, Customer Experience, Consultative Support, or similar fields.

• Experience in onboarding and implementing solutions for enterprise accounts.

• Proven track record in managing a customer portfolio.

• Familiarity with Customer Success metrics, including churn, retention, expansion, NPS, health score, and adoption rates.

• Ability to analyze indicators of usage, engagement, and portfolio health.

• Strong analytical and data-driven mindset.

• Excellent verbal and written communication skills.

• Highly organized with the capability to manage multiple customers and demands concurrently.

• Consultative approach aimed at understanding challenges and proposing effective solutions.

• Proactive in identifying risks and opportunities before they come to the customer's attention.

• Capability to collaborate effectively with diverse teams across the organization.

• Preferred: Experience managing a SaaS customer portfolio.

• Preferred: Familiarity with CRM tools and/or Customer Success management platforms (HubSpot).

🏝️ 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 Insurance

• SESC Benefits

• Profit-Sharing Program (PPRL)