Junior Customer Success Analyst

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

📋 Description

• Observe customer usage patterns and take action to enhance engagement and utilization of our solutions, particularly in situations where usage is low and poses a risk;

• Support customers in strategizing and implementing plans for utilizing RD Station products, ensuring alignment with their business goals;

• Oversee the configuration, activation, and onboarding of new clients or accounts within the portfolio;

• Coordinate and facilitate webinars and small group activities aimed at education and scalable value creation, in collaboration with the CS Education team;

• Actively and anticipatorily identify and mitigate risks by analyzing customer usability metrics.

⛳️ Requirements

• Prior experience in Customer Success or customer support within SaaS companies, emphasizing adoption, retention, and risk management;

• Strong analytical skills, showcasing knowledge and practical application of customer success metrics such as NPS, churn, and expansion;

• Capability to conduct strategic assessments and develop solution proposals for customers;

• Excellent communication skills, including conflict resolution and negotiation with various stakeholders;

• Strong organizational abilities and the flexibility to thrive in a dynamic, rapidly growing environment;

• Basic understanding of integrations, APIs, and webhooks in SaaS applications.

🏝️ Benefits

• Holistic Well‑being: We prioritize the individuals who drive progress. We are committed to the overall well‑being of every employee through initiatives and benefits that support self‑care across five key areas: Emotional, Financial, Physical, Occupational, and Social.

• Diversity and Belonging: Diversity is our strength. We actively foster inclusion and belonging, ensuring that TOTVS is a workplace where you can truly be yourself. Our expertise is both human and vibrant: we embrace differences to empower businesses both within and outside the company.