Senior Customer Success Analyst

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

📋 Description

• Identify opportunities for upselling, cross-selling, and enhancing product utilization, while proposing and implementing strategies to boost recurring revenue and customer retention.

• Lead executive business reviews and results presentations, formulating success plans that align with customers’ business goals.

• Track all ongoing initiatives and projects across the customer portfolio, ensuring prerequisites, dependencies, and deliverables are identified and met.

• Act as the primary liaison between customers and internal teams (Product, Engineering, Implementation, Support, and Operations), overseeing execution risks, delays, and their impacts.

• Develop and monitor customer success metrics, evaluating the effectiveness of initiatives through KPIs along with quantitative and qualitative analyses.

• Recognize successful initiatives and create replication plans for other customers within the portfolio.

• Review, document, and enhance Customer Success and Implementation processes by creating and refining playbooks, frameworks, and operating routines.

• Identify bottlenecks and automation opportunities, applying best practices to enhance predictability, operational efficiency, and value creation.

• Oversee and manage portfolio-level revenue growth and retention metrics, product adoption, adherence to schedules, reduction of operational bottlenecks, and the continual development of Customer Success playbooks and processes.

⛳️ Requirements

• Experience in Customer Success, Account Management, Consulting, or related fields, including managing multidisciplinary projects.

• Strong analytical abilities, expertise in business metrics, and the capacity to transform data into actionable insights.

• Proven experience in creating executive presentations and leading customer meetings.

• Excellent verbal and written communication skills; proactive, organized, and focused on revenue growth.

• Experience in SaaS, technology, fintech, telecommunications, or healthcare is advantageous.

• Familiarity with CRM systems, Customer Success platforms, and BI tools is beneficial.

• Experience with continuous improvement methodologies and process management is a plus.

• Knowledge of digital customer journeys, conversational channels (WhatsApp), digital payments, or customer service automation is a plus.

🏝️ Benefits

• Bradesco National Network Health Plan — extended to dependents with no per-beneficiary deduction.

• Bradesco Dental Plan — optional.

• Flexible meal and food allowance (VR/VA) — maintained during vacation.

• Profit-sharing plan.

• Wellhub.

• Birthday day off.

• Home office allowance.

• Transportation allowance, as needed — statutory payroll deduction applies.

• Zurich Life Insurance.

• Free access to all our products — AppsClub, Clube de Descontos, Truecaller, BTFit, and Busuu.

• Access to internal training through digital platforms.

• Internal employee recognition program — Beinspired.