Customer Success Analyst I
1Doc
full-time
Posted on:
Location Type: Remote
Location: Remote • Brasil
Visit company websiteJob Level
Mid-LevelSenior
About the role
- You will be responsible for ensuring a positive customer experience, promoting engagement and retention.
- The primary focus will be on managing customer relationships, ensuring they continuously derive value from the product/service, and supporting strategic moments in onboarding, assisting with initial implementation when needed.
- Proactively reach out to customers to ensure they are engaged and satisfied with the solution;
- Conduct regular follow-up meetings (QBRs and check-ins) to assess engagement and strengthen the partnership;
- Help anticipate churn risks and develop action plans for retention;
- Be the customer’s voice within the company, sharing relevant feedback with Product, Marketing and Support teams;
- Serve as a point of reference for customers’ strategic questions, always aiming to provide a consultative experience;
- Assist customers in adopting best practices and using the platform efficiently;
- Support the implementation process to ensure customers have a structured and positive start to their journey;
- Create and share educational content for customers (articles, webinars, tutorials);
- Help build playbooks, guides and best-practice materials;
- Deliver training sessions and demonstrations for new customers, facilitating product adoption;
- Monitor customers’ first steps within the platform, ensuring they understand key features;
- Track customer success metrics such as platform usage and engagement, proposing improvements when needed;
- Identify behavior patterns across the customer base and suggest initiatives to increase retention;
- Keep the CRM up to date with relevant customer information.
Requirements
- Availability to travel and a valid driver’s license (Category B);
- Previous experience in customer service, customer success or related areas;
- Knowledge of CS metrics (Churn, NPS, Retention, Expansion, Health Score);
- Ability to manage multiple customers and prioritize requests;
- Basic understanding of onboarding processes and the customer journey;
- Familiarity with CRMs and customer support platforms;
- Strong written communication and interpersonal skills;
- Empathy and active listening: ability to understand customer needs and provide appropriate solutions;
- Proactivity: initiative to identify problems and suggest improvements;
- Organizational skills: ability to manage multiple customers and demands simultaneously;
- Teamwork: collaborate with different areas to ensure customer success.
Benefits
- Health insurance
- Dental insurance
- Flexible meal allowance / food voucher
- Partnerships with gyms, health and wellness services
- Mental health care platform
- Support for courses and professional certifications
- Home office allowance
- Career and salary plan
- Employee referral program
- Day off
- Partnership/benefits with SESC
- Partnerships and discounts
- Life insurance
- Extended paternity leave
- Guapeco – pet benefit
- Partnership with OpenEnglish
- Partnership with OnHappy
- Salaryfits
- Bonus for achieving targets.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success metricsonboarding processescustomer journeycustomer engagementchurn managementNPSretention strategiesexpansion strategieshealth score analysiseducational content creation
Soft skills
written communicationinterpersonal skillsempathyactive listeningproactivityorganizational skillsteamworkcustomer relationship managementconsultative experienceproblem-solving
Certifications
valid driver’s license (Category B)