+A Educação

Customer Success Analyst

+A Educação

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • Guide customers on best practices for using the solutions, focusing on quick time-to-value and efficient adoption of the platform;
  • Deliver technical and functional trainings to standardize the use of the solution across Higher Education Institutions (HEIs);
  • Monitor usage and contracted consumption (FTE), proactively addressing deviations and risks of low engagement;
  • Execute Customer Success playbooks, performing proactive outreach to customers that show risks or strategic issues;
  • Diagnose root causes of risk—such as low usage, value misalignment, or operational friction—and define clear action plans;
  • Coordinate efforts on at‑risk accounts, prioritizing impact and scalability;
  • Understand the context and business rules of HEIs to advise on correct solution usage;
  • Serve as a point of support for customer ideas and needs, evaluating feasibility and providing guidance;
  • Track critical tickets with the support team, ensuring progress and appropriate resolution;
  • Communicate product roadmap and relevant improvements, aligning expectations with customers;
  • Facilitate workshops and group sessions to align objectives when applicable;
  • Support the support team on complex cases that require deeper customer context.

Requirements

  • Bachelor's degree completed or in progress in Business Administration, Marketing, Communications, Information Systems, Information Technology, Pedagogy, Educational Management, or related fields;
  • Proficiency in Microsoft Office suite;
  • Knowledge of process management tools;
  • Experience with technology products for the education sector;
  • Previous experience in Customer Success;
  • Strong verbal and written communication skills.
  • **Preferred:**
  • Experience in the education sector;
  • Intermediate level Spanish;
  • Experience working at SaaS companies.
Benefits
  • Meal and food vouchers, and transportation allowance
  • We take care of your health: medical and dental insurance with 100% of the premiums paid by the company.
  • Benefits for mothers: childcare allowance.
  • Gym access through Wellhub (Gympass) — network offering 250+ activity types across more than 50,000 gyms.
  • We are committed to goal achievement: we offer a results participation / profit-sharing program.
  • Celebrate with loved ones: one day off during your birthday month.
  • We are passionate about learning: education assistance for undergraduate, language, and postgraduate courses, plus discounts at partner institutions.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
process managementCustomer Successtechnical trainingfunctional trainingroot cause analysisaction planningusage monitoringrisk assessmentSaaS experienceSpanish (intermediate)
Soft Skills
communicationcustomer supportproblem-solvingcollaborationfacilitationadvisory skillsproactive outreachorganizational skillsstakeholder alignmentworkshop facilitation