Customer Success Analyst – Senior

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

📋 Description

• Management of account portfolios and expansion of revenue streams.

• Identify potential opportunities for upselling, cross-selling, and enhancing product utilization.

• Develop and implement strategies aimed at increasing recurring revenue and boosting customer retention.

• Conduct executive follow-up meetings and present performance results.

• Create customer success plans that align with the business objectives of clients.

• Oversee operational management and governance.

• Monitor all ongoing initiatives and projects within the portfolio.

• Ensure that prerequisites, dependencies, and deliverables are accurately mapped and achieved.

• Serve as the primary liaison between customers and internal teams (Product, Engineering, Implementation, Support, and Operations).

• Keep track of execution risks, delays, and their impacts on customers.

• Analyze results and performance metrics.

• Develop and monitor customer success metrics and indicators.

• Evaluate the impact of actions taken using KPIs and business metrics.

• Conduct both quantitative and qualitative analyses to confirm outcomes.

• Identify successful initiatives and create replication plans for other clients.

• Focus on continuous improvement and scalability.

• Review, document, and optimize Customer Success and Implementation processes.

• Create and refine playbooks, frameworks, and operational routines.

• Identify bottlenecks and opportunities for automation.

• Implement best practices to enhance predictability, operational efficiency, and value delivery.

⛳️ Requirements

• Prior experience in Customer Success, Account Management, Consulting, or related fields.

• Proven experience in managing projects and tracking multidisciplinary deliverables.

• Strong analytical capabilities and a solid grasp of business metrics.

• Experience in crafting executive presentations and leading client meetings.

• Ability to translate data into actionable recommendations.

• Exceptional verbal and written communication skills.

• Proactive, organized, and solution-oriented mindset.

• Preferred: Experience in SaaS, technology, fintech, or telecommunications sectors.

• Familiarity with CRM and Customer Success platforms.

• Experience with data analysis and business intelligence tools.

• Experience with continuous improvement methodologies and process management.

• Knowledge of digital journeys, conversational channels (such as WhatsApp), digital payments, or customer service automation.

🏝️ Benefits

• Unimed health insurance plan — coverage extended to dependents with no per-dependent discount;

• Profit-sharing (PLR);

• Birthday day off;

• Work-from-home allowance;