Mid-level Customer Success Analyst – Health Score

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

📋 Description

• You will take charge of engaging with at-risk customers, diagnosing their business situations, and implementing re-engagement strategies to guarantee long-term retention and satisfaction.

• Develop and execute action plans aimed at re-engaging at-risk customers, experimenting with various approaches to identify the most effective methods for conversion into retention.

• Alternate between direct interactions (meetings/phone) and broader outreach (email/WhatsApp), ensuring a consistent presence tailored to each customer's requirements.

• Actively participate in organizing the team's workflows, spotting opportunities, and recommending enhancements to the customer journey.

• Conduct thorough diagnostics on at-risk customers, serving as the primary point for conflict resolution and churn reversal.

• Acquire in-depth product knowledge to effectively promote customer adoption.

• Track usage and engagement KPIs, transforming data into proactive action plans.

• Collaborate with Product and Operations teams to provide valuable insights that influence retention.

• Negotiate timelines and outline subsequent steps.

⛳️ Requirements

• An investigative mindset to uncover the reasons behind customer challenges.

• Ability to assist customers during challenging moments, transforming conflicts into opportunities.

• A preference for dynamic environments where change is constant and embraced as an opportunity.

• Proficiency in interpreting numbers and converting data into actionable plans.

• Familiarity with customer health metrics such as Health Score and churn rates.

• Capacity to juggle multiple simultaneous demands while maintaining service quality.

• A strong passion for assisting others.

• Experience managing medium to high-volume SaaS portfolios.

• Knowledge of experimentation methods (A/B testing) and agile practices.

🏝️ Benefits

• Flexible Benefit / Meal Voucher: R$ 45.00 per working day.

• Home office allowance.

• Need to work on-site? We provide transportation vouchers. For those commuting by train/metro, we offer a shuttle from the station to the office.

• Bradesco health insurance.

• Amil Dental dental plan.

• Pharmacy assistance.

• Childcare assistance.

• Birthday day off so you can celebrate as you wish!

• Partner apps for accredited gyms to help maintain physical health and wellness.

• Partnerships with online therapy and meditation platforms to support mental health.

• Partnership with SESC - Full Credential.

• Exclusive discounts at top universities and educational institutions for undergraduate, postgraduate, and MBA courses. We also provide free access to Omie Academy for employees.

• Partnerships for English in-company courses.

• Insurance discount program.

• Swile Shop: exclusive discount platform.

• Partnership with Dell.

• PPRL.

• Travel benefits.

• Life insurance.