Senior Customer Success Analyst – Engagement

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

📋 Description

• Strategically oversee a portfolio of major clients and key accounts.

• Cultivate and enhance relationships with contacts across various organizational tiers, including decision-makers and strategic stakeholders.

• Track the customer journey, ensuring a premium experience at every phase.

• Gain a profound understanding of each customer's business, objectives, and challenges, linking them with the solutions provided.

• Advise clients on the effective and strategic utilization of the system, promoting increased adoption and value realization.

• Assess portfolio health, engagement, satisfaction, usage, and performance metrics.

• Recognize risks and implement preventive measures to minimize churn and enhance retention.

• Spot opportunities for expansion, cross-selling, and upselling within the portfolio.

• Lead strategic business reviews, follow-up meetings, and action plans with clients.

• Collaborate closely with internal teams to address requests and ensure a cohesive customer experience.

• Act as the primary point of contact for customers within the company, ensuring alignment of expectations and ongoing partnership development.

• Create success plans and growth strategies for key accounts.

• Manage conflicts and critical situations with a consultative approach, focusing on solutions and maintaining a long-term perspective.

• Contribute to enhancing Customer Success processes and strategies.

• Conduct on-site customer visits, both locally and in other states.

⛳️ Requirements

• Strong experience in Customer Success, Account Management, Key Account Management, or related fields.

• Demonstrated experience managing significant accounts and strategic clients.

• Exceptional verbal and written communication abilities.

• Proficient in relationship-building, negotiation, and facilitating meetings.

• Consultative, strategic, and value-driven mindset.

• Capability to comprehend the customer's business and translate needs into opportunities.

• Analytical mindset for tracking metrics and making informed decisions.

• Experience in managing a customer portfolio, enhancing retention, and identifying growth opportunities.

• Ability to work autonomously with strong organizational and prioritization skills.

• Competence in collaborating effectively with multiple departments.

• Maturity to handle strategic customers and highly complex scenarios.

• Results-oriented mindset with a strong emphasis on customer experience.

• Knowledge of Customer Success metrics such as Churn, NRR, GRR, Health Score, NPS, and revenue expansion.

• Experience with upselling and cross-selling strategies.

• Preferred: experience managing a portfolio within SaaS companies.

• Preferred: experience in Customer Success in technology firms.

• Preferred: familiarity with CRM tools (HubSpot) and Customer Success management platforms.

• Preferred: experience in developing success plans and retention strategies.

• Preferred: experience working with B2B customers.

🏝️ Benefits

• Dental Plan | Amil Dental

• Health Plan | Bradesco Saúde

• Mental Health Platform

• Telemedicine Platform

• Life Insurance | Prudential

• Pharmacy Benefit

• Gym 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)