Customer Success Specialist

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

📋 Description

• Cultivate and sustain robust client relationships, ensuring they align with customer requirements.

• Deliver swift and comprehensive responses to client inquiries while assisting with their challenges.

• Keep customers updated on new features and best practices to optimize their usage.

• Track customer engagement and satisfaction to uncover upsell and renewal possibilities.

• Oversee renewal processes and pinpoint growth prospects within customer accounts.

• Achieve a high retention rate by providing exceptional customer success service and support.

⛳️ Requirements

• Over 1 year of experience in customer success management.

• Proficiency in Portuguese.

• Excellent communication skills with the capability to manage challenging client conversations, establish client trust, and comprehend client viewpoints.

• Skillful in gathering, organizing, and filtering client feedback, and transferring this information to stakeholders such as marketing managers, product managers, and other internal teams.

• Practical experience in customer retention and nurturing relationships with small to medium-sized businesses.

• Strong analytical abilities and a data-driven mindset.

• Hands-on experience with AI tools and a quick aptitude for learning new software.

• Familiarity with working based on KPIs (SLA, CSAT, Retention, Churn, Refunds) and a results-oriented approach.

• Good proficiency in English (preferred).

• Background in a similar Brazilian e-commerce or analytical tools company (preferred).

🏝️ Benefits

• 100% paid sick leave.

• Collaborate with colleagues across Portugal, Brazil, Latvia, and China, with opportunities for promotions.