Mid-level Customer Success Analyst

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

📋 Description

• Manage a portfolio of SMB clients, focusing on adoption, retention, and delivering value;

• Supervise and verify the actions taken by AI agents, ensuring their efficiency;

• Serve as a consultant for clients in scenarios that require relationship management, negotiation, or critical analysis;

• Track portfolio KPIs and convert data into actionable plans;

• Identify opportunities for growth and execute strategies to reduce churn;

• Suggest enhancements to playbooks, customer journeys, and operational automations;

• Leverage AI to tailor communications, prioritize tasks, and boost productivity;

• Share insights and aid in the advancement of the processes and agents utilized by the team;

• Collaborate with Product, Marketing, Onboarding, and Support teams to improve the customer experience.

⛳️ Requirements

• Proven experience in managing SaaS customer portfolios within Customer Success;

• Understanding of metrics related to retention, adoption, expansion, and health scores;

• Familiarity with CRM systems, Customer Success platforms, and automation tools;

• Strong analytical skills for making data-driven decisions;

• Knowledge of how to apply AI in the realm of Customer Success.

🏝️ Benefits

• Comprehensive medical and dental insurance to promote your overall well-being.

• Access to telemedicine services for convenient and secure consultations.

• Health-oriented programs designed to keep you at your best.

• Meal allowance or meal voucher for convenient and balanced dining options.

• Special holiday (Christmas) meal allowance to celebrate the festive season!

• Gym membership plan to support your fitness endeavors.

• Home office allowance to enhance your comfort and productivity.

• Knewin Fit program: integrating health and wellness into your daily routine.

• Pet health insurance to care for your furry family members.

• Birthday day off: because your special day deserves recognition!

• Short Fridays — earlier finish to give you extra time to relax.

• Travel program: access to opportunities for trips that foster well-being.