Ambar

Customer Success Analyst – Junior (Retention)

Ambar

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Junior

About the role

  • Provide outbound and inbound support via chat and WhatsApp to clients requesting cancellation due to project completion, ensuring clear, empathetic communication and advanced-level written skills.
  • Work strategically on customer retention, identifying opportunities to reverse churn (planned and unplanned), offering appropriate alternatives such as extensions, pauses, plan changes, or other commercial arrangements.
  • Analyze the reason for cancellation critically and consultatively, distinguishing between planned churn (scheduled project completion) and unplanned churn, and accurately record information in the system.
  • Apply negotiation and persuasion techniques, respecting the client's context and company policies, focusing on minimizing losses and maximizing retention or customer value.
  • Update and maintain detailed records of interactions, ensuring data quality, traceability of decisions, and support for churn and retention metrics analysis.

Requirements

  • Bachelor's degree completed or in progress in any field; a degree in Civil Engineering is a plus.
  • At least 1 year of prior customer service experience, preferably in Customer Success (CS) or Customer Experience (CX).
  • Specific experience with cancellation processes, with an understanding of best practices to ensure an optimal customer experience.
  • Strong communication: Ability to communicate clearly and persuasively, both verbally and in writing.
  • Resilience: Ability to handle rejection and challenges while maintaining motivation and focus on goals.
  • Flexibility: Adapt to different situations and demands, adjusting approaches as needed.
  • Proactivity and ownership: Strong sense of responsibility for results and willingness to take initiative to achieve goals.
Benefits
  • Work modality: Hybrid (2 days in-office / 3 days remote) — Home office allowance BRL 70.00.
  • Mobility benefit options (commuter pass/VT, fuel allowance, or parking).
  • Meal voucher: Subsidized by the company BRL 35.00/day (paid via Flash Benefícios card).
  • Health insurance: Porto Seguro Prata Mais for employee and dependents (no monthly fee for the employee; dependent premiums apply).
  • Dental plan: Sul-América with no copayment.
  • Mental health program.
  • Life insurance.
  • Partnerships with universities and language schools to support continued education.
  • Pharmacy agreements — Drogaria São Paulo and Drogaria Pacheco.
  • Sesc partnership.
  • Total Pass (discounts on gyms and sports).
  • Day off during the birthday month.
  • Extended paternity leave: 20 consecutive days.
  • Extended maternity leave: 180 consecutive days.
  • Childcare assistance.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer servicecancellation processescustomer retentiondata qualitymetrics analysis
Soft Skills
communicationnegotiationpersuasionresilienceflexibilityproactivityownership
Certifications
Bachelor's degree