Mid-Level Customer Success Analyst – B2B SaaS

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

📋 Description

• Oversee the onboarding process for new clients, which includes implementation, configuration, initial access, and training teams on Connect and the agreed-upon services.

• Create and monitor customer-specific action plans with designated owners and deadlines.

• Act as the main point of contact for the account.

• Conduct regular business and strategy reviews.

• Address customers’ daily inquiries.

• Keep track of portfolio health in the CRM and analyze platform usage reports.

• Monitor adoption rates, engagement levels, and risk indicators.

• Proactively take steps to mitigate cancellations.

• Recognize expansion opportunities, including additional licenses, plan upgrades, or new services.

• Relay customer feedback to the product, sales, and support teams.

⛳️ Requirements

• Proven experience in Customer Success, account management, customer service, or B2B sales.

• Background in SaaS, technology, education/online learning, telecommunications, ISP, or internet service provider environments is a significant advantage but not mandatory.

• Excellent written and verbal communication abilities.

• Proficient in working with numbers and analyzing usage reports.

• Familiarity with Google Sheets.

• Experience with CRM systems, particularly HubSpot.

• Strong listening skills and the ability to navigate challenging conversations.

• Currently pursuing or have completed a bachelor’s degree in any field.

• Understanding of customer onboarding, ongoing engagement, and retention strategies.

• Prior proven experience in B2B Customer Success is preferred.

• Must be available to work under a CLT employment arrangement.

🏝️ Benefits

• Medical and dental insurance.

• Meal and food allowances.

• Home office allowance.

• Career and salary planning.

• SESC benefits.

• Employee ownership program.

• Career development opportunities.

• Profit-sharing bonus.

• Flexible working hours.

• TotalPass.