Mid-Level Customer Success Analyst

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

📋 Description

• Ensure a remarkable customer journey by coordinating with other teams as needed to address requests promptly and effectively.

• Track satisfaction, engagement, and retention metrics, recommending actionable and strategic initiatives.

• Collaborate with various departments, sharing insights and learnings to enhance the customer experience.

• Oversee a customer portfolio utilizing tools and data to aid in decision-making.

• Recognize cross-sell and upsell possibilities for Asaas solutions.

• Systematically document and follow up on requests, ensuring predictable processes.

• Showcase best practices for utilizing Asaas solutions.

• Enhance customer retention and loyalty through tailored, value-driven action plans.

• Assist customers with complex needs, monitoring outcomes and forecasting potential obstacles.

• Facilitate strategic meetings on a regular basis, keeping track of key metrics and targets.

• Compile and present reports to assist customers in their decision-making processes.

⛳️ Requirements

• Completed or ongoing higher education, preferably in Business Administration, Marketing, Information Systems, or Financial Management.

• Advanced experience in Customer Success practices and strategies.

• Proven experience in managing customer portfolios.

• Experience in conducting Executive Business Reviews (EBRs).

• Ability to identify expansion opportunities.

• Results-oriented and retention-focused mindset.

• Direct responsibility for customer retention and expansion.

• Background in fintech or payment companies.

• Intermediate understanding of Customer Experience (CX).

• Familiarity with the customer journey.

• Knowledge of touchpoint mapping.

• Regular use of AI in the workplace to enhance efficiency and scalability.

• Certifications in Customer Success (CS) and Customer Experience (CX) are advantageous.

• Intermediate proficiency in English and/or Spanish is a plus.

• Availability to work eight hours per day from Monday to Friday.

🏝️ Benefits

• Medical and dental insurance with no copay.

• Life insurance.

• Medication allowance.

• Fitness allowance.

• Four complimentary therapy or nutritionist sessions each month.

• Quick massage services at headquarters.

• Flexible food allowance provided via a Visa card.

• Complimentary meals at headquarters.

• Childcare allowance.

• Parental support program.

• Extended maternity and paternity leave.

• Access to an in-house training platform.

• Education allowance covering 70% of undergraduate and language tuition, as well as course and book purchases.

• Home office allowance.

• Provision of work equipment.

• Home-office furniture allowance.

• Partnership with WOBA for access to coworking spaces across Brazil.

• Day off during the birthday month.

• Happy hour allowance.

• Referral bonus for new hires.

• Annual performance-based bonus.

• Stock option plan.

• No dress code.