Mid-Level Customer Success Analyst

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

📋 Description

• Drive the adoption and value creation for RAF customers (Associative Networks, Members, and Franchises).

• Oversee a customer portfolio, prioritizing clients based on risk and potential, assessing usage and revenue, and identifying low adoption or churn risk using health metrics.

• Conduct training sessions and webinars on the CRM and offer consultative support to customers with lower digital maturity.

• Align top-level initiatives with network boards, present outcomes and ROI, and confirm agreed-upon objectives.

• Develop customer engagement strategies and tailored approaches for reactivation, upselling, and cross-selling.

• Analyze the technical, ERP, and statutory constraints of each network while keeping the Knowledge Base current.

• Record interactions, risks, and opportunities.

• Collaborate with Support, Product, Sales, and Implementation teams to address critical issues.

• Suggest enhancements to workflows, playbooks, and the customer success journey.

⛳️ Requirements

• Completed Bachelor’s degree, ideally in Marketing or a related business field.

• Prior experience in Customer Success, Account Management, consulting, or B2B sales.

• Consultative profile with the capability to educate the basics and engage resistant executives and decision-makers.

• Proficiency in Microsoft Office, particularly Excel, and CRM systems.

• Background in food retail, especially supermarkets, is advantageous.

• Customer Success and/or CRM certifications or courses are a plus.

• Experience managing high-volume customer portfolios is beneficial.

• Familiarity with customers at various levels of digital maturity is a plus.

• Knowledge of RAF Portfolio Management.

• Understanding of SaaS metrics: Total MRR, Expansion N-MRR, Cancellation MRR, Logo Churn, Health Score, and NPS.

• Expertise in Consultative Selling.

• Experience in Enablement and Training: webinars, training sessions, and one-to-many meetings.

• Proficiency in CRM and Management Tools.

• Understanding of the Food Retail sector.

• Attributes such as agility, boldness, collaboration, curiosity, commitment to self-development, pursuit of excellence, dedication to inclusion, prioritization, resilience, and a problem-solving mindset.

🏝️ Benefits

• SulAmérica or Central Nacional Unimed medical insurance, based on your primary residence region, for you and your dependents at no monthly cost, with copayments based on usage.

• Odontoprev dental insurance for you and your dependents at no monthly cost, with copayments based on usage.

• Meu Doutor, providing a family physician available for employees and dependents enrolled in the medical plan.

• Maternity Program for employees or their dependents.

• Free flu vaccinations for you and your dependents.

• Prevenar 13 vaccination.

• Life insurance coverage.

• Access to Gympass.

• Extended maternity and paternity leave.

• Flexible benefits through the Caju card | Meal and food vouchers (VR/VA).

• Birthday day off.

• Day off for moving residences.

• Extended leave for weddings.

• No dress code policy.

• Performance evaluations.

• Corporate University access.

• A feedback culture with regular one-on-one meetings.

• 100% remote work opportunity.