Mid-Level Customer Success Analyst, Health Score

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

📋 Description

• Collaborate with customers exhibiting risk signals to gain insights into their situations, reasons behind them, and strategies for improvement.

• Utilize Health Score data, usage patterns, and direct customer interaction to develop, test, and validate strategies for preventing churn and enhancing ERP adoption.

• Assess Health Score, usage, engagement metrics, and indicators of churn risk.

• Examine the roots of friction through data analysis and direct customer engagement.

• Design and implement rapid testing across various customer segments, monitoring outcomes and insights.

• Actively engage in resolving identified challenges.

• Recognize trends in customer feedback and translate them into actionable insights and plans.

• Work in conjunction with Product, Support, and other teams to address persistent root causes.

• Document insights and assist in transforming successful tests into scalable processes.

⛳️ Requirements

• Proven experience with Health Scores and metrics related to customer health.

• A strong investigative mindset paired with effective problem-solving abilities.

• Proficiency in managing large datasets of customers in dynamic environments.

• Capability to interpret data while maintaining focus on the qualitative aspects of the customer experience.

• Flexibility to test hypotheses, learn from outcomes, and adjust directions as needed.

• Excellent communication skills, especially in guiding customers through difficult situations.

• Ownership mentality: when a problem is identified, you actively seek solutions.

• Experience in SaaS environments is advantageous.

• Familiarity with experimentation, A/B testing, or pilot project development is a plus.

• Background in managing high-volume customer portfolios is beneficial.

🏝️ Benefits

• Dental Plan | Amil Dental

• Health Plan | Bradesco Saúde

• Mental Health Platform

• Telemedicine Platform

• Life Insurance | Prudential

• Pharmacy Benefit

• Fitness Allowance

• Birthday Day Off

• Flexible Meal Voucher

• Home Office Allowance

• Childcare Assistance

• Transportation Voucher and Company Shuttle

• Discount Platform (Allya, SwileShop, and Dell)

• Educational Benefits

• Travel Benefits

• Pet Health Plan

• SESC Benefits

• Long-Term Profit-Sharing Program (PPRL)