Customer Success Analyst (Senior)

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

📋 Description

• The Senior Customer Success Analyst plays a crucial role in ensuring that students achieve their ultimate goals (approval and learning) through strategic utilization of our platform.

• Takes proactive measures to manage customer health, reduce cancellation risks (churn), and uncover expansion opportunities.

• Develops and enhances onboarding processes and ongoing engagement strategies, ensuring students recognize the product's value from the outset.

• Tracks customer health indicators by analyzing usage metrics of the platform and levels of academic engagement.

• Implements proactive interventions for students at risk of attrition, working to reverse scenarios of low engagement.

• Oversees the renewal process and identifies upselling or cross-selling opportunities in collaboration with the sales and marketing teams.

• Conducts analyses on cancellation reasons (Churn Analysis) and suggests structural action plans to enhance Lifetime Value (LTV).

• Creates and maintains support and recovery playbooks to standardize the team's consultative methodology.

• Generates performance reports for the customer base, translating student behavior data into actionable business insights.

⛳️ Requirements

• Demonstrated experience in managing customer portfolios and overseeing renewal/retention workflows.

• Strong familiarity with CRM platforms and Customer Success management tools, such as HubSpot.

• Experience in analyzing retention metrics (Churn, LTV, Health Score).

• Negotiation abilities: adept at reversing cancellations and managing conflicts with empathy.

• Background in Customer Success, preferably within EdTech environments.

• Analytical mindset: proficient in working with spreadsheets and data to forecast attrition behavior.

• Customer-success orientation: unwavering commitment to ensuring students reach their desired outcomes.

• Resilience and persuasion: determined in seeking solutions during crises or low-engagement situations.

• Consultative communication skills and exceptional writing abilities.

• Strong business acumen with a focus on retention metrics.

• Results-driven approach (metrics-oriented).

• Proactive in identifying potential issues before they are recognized by the customer.

• Experience in designing communication journeys.

🏝️ Benefits

• Childcare assistance

• Tuition/education assistance

• Profit-sharing (PLR)

• Food allowance

• Meal vouchers

• Education partnerships - FIAP and USP

• TotalPass

• Partnership with Sesc

• Day off