Customer Success Analyst, Mid-level – Retention

Caju

Caju seeks a Customer Success Analyst to enhance client relationships and retention strategies. The role involves managing a high-volume client portfolio with a focus on value delivery.

Posted 5/4/2026full-timeRemote • BrasilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Manage a high-volume client portfolio, handling complex interactions with a focus on preventing cancellations (churn) and working in a consultative, solution-oriented manner to ensure customer retention.
Oversee the retention funnel, monitoring team and company metrics. Observe portfolio behavior signals and conduct targeted, strategic interactions focused on retention and relationship building.
Identify risks and opportunities related to customer satisfaction and success, ensuring customers perceive the value of our solution.
Collaborate with internal teams to guarantee a consistent customer journey and contribute to the continuous improvement of the CS area.
Consistently record all interactions, activities, learnings, and client movements in the available tools (CRM), ensuring organization and visibility across the company.
Analyze and present performance data for your portfolio, investigate root causes, identify retention opportunities, and propose effective action plans.

Requirements

What you’ll need

Previous experience working in Customer Success and managing Low Touch portfolios.
A genuine passion for understanding customer needs, exceeding expectations, and proactively delivering value and resolving issues.
Ability to interpret qualitative and quantitative data, investigate causes, and extract meaningful insights for decision-making.
Excellent negotiation skills and clear, empathetic, professional communication. Strong active listening skills to build solid relationships and overcome objections.
Resilience and strategic ability to handle complex situations or detractor customers, turning crises into opportunities.
High attention to detail and the ability to manage multiple tasks and cases simultaneously in a dynamic environment.
Willingness to travel.
Nice to have:
Previous experience in the corporate benefits segment;
Hands-on experience with CRM tools (especially Salesforce);

Benefits

Comp & perks

Caju Card, offering flexibility to use your benefits (Meal, Grocery, Mobility, Health, Home Office, Culture, and Education);
Health plan with no copayment (Unimed, SulAmérica, or Alice);
Zenklub, with online sessions with therapists and coaches to support your mental health;
Wellhub;
Language learning support through our partnership with Rosetta Stone;
Recharge day (paid day off);
Conexa Saúde — online medical consultations;
Childcare assistance;
Partnership with Alura (online learning platform);
Remote work — work from anywhere within Brazil;
We provide work equipment;
Significant growth opportunities — we have a lot of room to grow and strongly hope you’ll help us get there!

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

customer retentionrelationship buildingnegotiationactive listeningproblem solvingstrategic thinkingattention to detailmulti-taskingempathyresilience