Retention Analyst

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

📋 Description

• Oversee engagement, product utilization, and account risk metrics within the Business customer portfolio.

• Initiate proactive outreach and create action plans to engage at-risk accounts prior to the submission of a cancellation request.

• Manage and negotiate formal cancellation requests from Business clients.

• Analyze the root causes of dissatisfaction or churn and implement commercial and operational retention and negotiation tactics.

• Maintain up-to-date ticket-tracking systems, reports, and churn-reason documentation.

• Identify potential improvements for the product and internal processes based on customer insights.

• Collaborate with team members in the segment and work closely with the Customer Success Manager (CSM) team.

⛳️ Requirements

• Exceptional communication and empathy skills, with strong verbal and written abilities for managing challenging conversations and negotiating with dissatisfied clients.

• Resilience and the capacity to navigate objections, stay composed under pressure, actively listen, and propose innovative retention strategies.

• Data-oriented and organized, including documenting interactions, monitoring portfolio health metrics, and managing daily customer contact volume.

• Proactive attitude and a strong sense of accountability.

• Willingness to work 40 hours per week.

• Previous experience in Customer Success, Customer Service, Retention, Sales, or Support.

• Basic understanding of Customer Success methodologies (Health Score, NBR, Churn, and engagement).

• Familiarity with CRM tools like Pipedrive.

• Experience in startups and/or B2B SaaS is advantageous.

• Experience with AI is a plus.

🏝️ Benefits

• Fully remote work throughout your tenure with the company.

• National medical insurance with no co-payment required.

• Flexibility to allocate your benefits towards meal and/or food allowances.

• Access to discounted medications and healthcare products.

• All necessary work equipment provided (laptop, headset, mouse, etc.).

• Bonuses for successful employee referrals.

• Access to WellHub and TotalPass, featuring a variety of wellness solutions.

• Close collaboration with founders and partners.

• Ample freedom—and support—to express your individuality.

• A relaxed and collaborative work environment.

• Casual dress code.

• Access to dental insurance.

• Extended maternity and paternity leave.

• A day off for your birthday.

• Extensive opportunities for learning and growth.