Mid-Level Customer Success Planning and Performance Analyst

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

📋 Description

• Utilize AI technologies to enhance analysis and daily productivity, as well as to explore and develop solutions (agents, automations, copilots) that elevate the operational intelligence.

• Record processes and assumptions related to information management and the adoption of AI.

• Collaborate as a strategic partner with Customer Success leadership to establish and monitor key health metrics for the SMB (PME) portfolio (e.g., portfolio coverage, NPS, churn, expansion).

• Convert retention, engagement, and expansion objectives into operational goals for the CS team, ensuring a scalable and segmented strategy for the customer portfolio.

• Guarantee predictable recurring revenue by analyzing churn, contraction (downgrades), and identifying expansion opportunities (upsell/cross-sell) at scale.

• Organize analyses of the customer base to discern usage patterns, mass churn risks, and growth and engagement levers.

• Create and sustain dashboards and reports that furnish CS leadership with an insightful view of portfolio health, team performance, and the effects of initiatives.

• Oversee and enhance SMB customer journey metrics, including onboarding duration and adoption rates of key features.

• Actively engage in CS team rituals, offering data-driven insights regarding the portfolio to aid strategic and tactical decisions.

• Function as a connector between Product, Marketing, and Data teams with the CS team to ensure that SMB customer needs and feedback are effectively addressed.

• Suggest and execute process and automation enhancements aimed at scaling, efficiency, and consistency in customer service and portfolio management.

• Aid in defining and reviewing retention goals and strategies based on customer behavior analysis and portfolio performance.

⛳️ Requirements

• Bachelor's degree, ideally in quantitatively focused fields: Engineering, Statistics, Economics, Business Administration, or related disciplines.

• Strong experience in data manipulation and analysis, from querying data to converting it into actionable business insights.

• Prior experience in commercial planning, Sales Operations, CS Operations, or similar BI/Planning roles that support revenue functions.

• Practical experience in setting and/or managing targets and performance indicators.

• Proficiency in SQL, Excel, and tools for data manipulation and visualization (e.g., Metabase, Databricks, Power BI).

• Comfortable presenting findings and recommendations to stakeholders at various levels, including executive leadership.

• Demonstrated analytical curiosity and a diligent approach to working with data.

🏝️ Benefits

• Caju Card, providing flexible benefits usage (Meal, Grocery, Mobility, Health, Home Office, Culture, and Education)

• Health insurance with no co-pay

• Zenklub — online therapy and coaching sessions to promote mental well-being

• Wellhub

• We support language learning through a partnership with Rosetta Stone

• Recharge Day — an additional day off

• Conexa Saúde — online medical consultations

• Childcare allowance

• Partnership with Alura (online learning platform)

• Remote work — the flexibility to work from anywhere within Brazil

• Provision of work equipment

• Numerous growth opportunities — we are expanding and hope you will join us in this journey!