Senior Customer Success Analyst

Afya

Analista de Customer Success managing strategic client relationships to ensure retention and expansion. Working hybrid at Afya to enhance healthcare with technology and education.

Posted 7/16/2026full-timeRibeirão Preto • 🇧🇷 BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Relationship Management, focusing on client retention, revenue expansion, and data-driven decision-making. Proficient in managing strategic portfolios and conducting complex negotiations while collaborating effectively across teams.

Highest-signal resume keywords

Customer Success ManagementClient Retention StrategiesRevenue Expansion InitiativesCRM ProficiencyData Analysis and Interpretation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success MethodologiesChurn Reduction TechniquesBusiness Intelligence ToolsProcess ImprovementMetrics Analysis

Soft Skills

Excellent Communication SkillsStakeholder InfluenceMentoring and Team Development

Tools & Technologies

HubSpotSenseDataMicrosoft ExcelMicrosoft PowerPoint

Industry Keywords

SaaSHealthTechEdTechCustomer Journey Management

About the role

Key responsibilities & impact

Manage a strategic portfolio of clients, executing success plans, conducting executive meetings and regular follow-ups focused on retention, expansion and value generation;
Act in a consultative manner with clients, identifying opportunities to improve processes, increase efficiency and maximize results achieved with the company's solutions;
Lead churn-prevention initiatives, performing risk analyses, structuring action plans and coordinating with internal teams for mitigation;
Identify, structure and drive revenue expansion opportunities (upsell, cross-sell and new solutions), working in partnership with Sales and Business teams;
Monitor portfolio KPIs such as MRR, churn, health score, adoption, NPS, engagement, delinquency and others, proposing strategic actions to improve results;
Serve as the primary point of contact for strategic clients, handling complex negotiations, managing critical situations and escalations;
Consolidate client feedback, trends and needs, contributing to product roadmap evolution and product improvements;
Lead projects, campaigns and initiatives focused on retention, expansion, adoption and customer experience;
Support team development by sharing best practices, creating materials, reviewing processes and mentoring less experienced professionals;
Ensure the quality of portfolio records and analyses in CRM and other management tools, promoting visibility for data-driven decision making;
Work collaboratively with Product, Support, Marketing and Sales teams, influencing decisions and promoting alignment in favor of client outcomes.

Requirements

What you’ll need

Bachelor's degree in Business Administration, Marketing, Technology, Commercial Management or related fields;
Solid experience in Customer Success, Relationship Management, Client Retention or related areas;
Proven track record in customer retention, churn reduction and revenue expansion;
Experience managing strategic portfolios and engaging with decision-makers;
Experience conducting complex negotiations and managing critical customer situations;
Analytical capability to interpret metrics, identify trends and develop data-driven action plans;
Familiarity with CRM and Customer Success platforms such as HubSpot, SenseData or similar tools;
Proficient in Microsoft Office, especially Excel and PowerPoint;
Excellent verbal and written communication skills, with the ability to adapt to different audiences and hierarchical levels;
Experience building and improving processes, playbooks and operational routines;
Ability to influence stakeholders, lead initiatives and act autonomously in decision-making;
Experience in SaaS, technology, HealthTech or EdTech companies;
Experience with Business Intelligence tools and data analysis;
Knowledge of Customer Success methodologies and customer journey management.

Benefits

Comp & perks

Meal allowance / food card;
Flexible hours and work arrangements (for remote positions);
Commuter allowance / transportation voucher (for hybrid or on-site roles);
Profit-sharing (PLR);
Multi-benefits: flexible benefit via Flash Card to use as you prefer;
Gympass / Wellhub;
Psicologia Viva (online platform for consultations with psychologists and nutritionists);
Health and dental insurance;
Life insurance;
Extended parental leave (up to 6 months for mothers and 20 days for fathers);
Rede D'Or: support and important information for mother and baby health with an accredited network of nurses;
Partnership with your regional SESC (varied programming in education, health, culture, leisure and social assistance);
Birthday Day Off (one day off to take on your birthday or during your birthday month);
Learning platform with various courses to enhance your knowledge (UCA);
Language academy (AIA);
Leadership development program;
Afya Women's Mentoring (MMA);
Discounts on undergraduate and postgraduate courses at Afya's educational units.