Customer Success Consultant – Retention & Renewals

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

📋 Description

• Lead negotiations at the end of promotions by reaching out to customers prior to billing returning to the standard price, guiding the discussion towards a closing, ideally on an annual plan.

• Confirm annual renewals, treating them as negotiations if a customer expresses intentions to depart.

• Address objections related to pricing, competitors, and low usage by utilizing the offers outlined in the company's engagement strategy.

• Document every interaction and outcome in the CRM, including reasons for cancellation when relevant.

• Adhere to the established contact schedule and response time agreed upon with the team.

• Relay customer feedback to leadership and the sales team, suggesting improvements to scripts and offers.

• Collaborate closely with Finance and Support to resolve any issues that may impede renewal processes.

⛳️ Requirements

• Proven experience in retention, renewals, collections, inside sales, or outbound telemarketing in a target-focused environment.

• Proficient in negotiating through WhatsApp and phone, including voice messaging.

• Familiarity with a CRM or customer service platform (Pipedrive, UTalk, or similar).

• Strong organizational skills and discipline to effectively manage your own customer portfolio and performance metrics.

• Experience in a dynamic setting with monthly performance targets.

• Background in retention or renewals for SaaS or high-volume recurring services (preferred).

• Familiarity with variable compensation structures (preferred).

• Experience managing a large customer base with a low average contract value (preferred).

• Knowledge of the dental or healthcare industry (preferred).

🏝️ Benefits

• BRL 1,000.00 meal and food allowance | iFood Card – no deductions during vacation.

• BRL 150.00 home office allowance.

• Wellz – mental health/psychotherapy services | Free for employees.

• Gympass – physical health/gym access | Available for dependents.

• Guapeco – health plan for your pet.

• English classes | Free for employees.

• Unimed health insurance | With copay.

• Coworking day reimbursement | Accessible in all Brazilian states.

• Extended paternity and maternity leave.

• Baby welcome kit for expectant parents.

• Farmasesi partnership | Santa Catarina only.

• Sesi Education partnership | Santa Catarina only.

• Birthday day off.

• Laptop and monitor delivered to your home.

• BRL 2,000.00 voucher for purchasing any additional equipment you may need.

• Team members from across Brazil, further enhancing our diverse culture.