Mid-Level Customer Success Planning and Performance Analyst

Caju

Analyst role at Caju, a tech company, focusing on performance insights for customer success. Collaborating across teams to drive data-driven decision making and business growth.

Posted 6/15/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Leverage AI to accelerate analyses and daily productivity, and to explore and build solutions (agents, automations, copilots) that scale the operation's intelligence.
Document processes and assumptions for information management and for AI adoption.
Act as a strategic partner to Customer Success leadership in defining and tracking the key health metrics for the SMB (PME) portfolio (e.g., portfolio coverage, NPS, churn, expansion).
Translate retention, engagement, and expansion targets into operational goals for the CS team, ensuring a scalable and segmented approach to the customer portfolio.
Ensure predictability of recurring revenue by analyzing churn, contraction (downgrades), and identifying expansion opportunities (upsell/cross-sell) at scale.
Structure analyses of the customer base to identify usage patterns, mass churn risks, and levers for growth and engagement.
Develop and maintain dashboards and reports that provide CS leadership with a clear view of portfolio health, team performance, and the impact of initiatives.
Monitor and optimize SMB customer journey metrics, such as onboarding time and adoption levels of key features.
Actively participate in CS team rituals, providing data-driven insights about the portfolio to support strategic and tactical decisions.
Serve as a bridge between Product, Marketing, and Data teams and the CS team to ensure SMB customer needs and feedback are addressed effectively.
Propose and implement process and automation improvements focused on scaling, efficiency, and consistency in customer servicing and portfolio management.
Contribute to the definition and review of retention goals and strategies based on analysis of customer behavior and portfolio performance.

Requirements

What you’ll need

Bachelor's degree, preferably in quantitatively oriented fields: Engineering, Statistics, Economics, Business Administration, or related areas.
Solid experience in data manipulation and analysis, from querying information to translating it into actionable business insights.
Previous experience in commercial planning, Sales Operations, CS Operations, or equivalent BI/Planning roles supporting revenue areas.
Hands-on experience setting and/or managing targets and performance indicators.
Proficiency in SQL, Excel, and data manipulation and visualization tools (e.g., Metabase, Databricks, Power BI).
Comfortable presenting results and recommendations to stakeholders at different levels, including executive leadership.
Analytical curiosity and diligence in working with data.

Benefits

Comp & perks

Caju Card, offering flexible use of benefits (Meal, Grocery, Mobility, Health, Home Office, Culture and Education)
Health insurance with no co-pay
Zenklub — online therapy and coaching sessions to support mental health
Wellhub
We encourage language learning through a partnership with Rosetta Stone
Recharge Day — additional day off
Conexa Saúde — online medical consultations
Childcare allowance
Partnership with Alura (online learning platform)
Remote work — work from anywhere within Brazil
We provide work equipment
Many growth opportunities — we are growing and hope you will help us do that!

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Hard Skills & Tools

data manipulationdata analysisSQLExceldata visualizationcommercial planningSales OperationsCS Operationsperformance indicatorscustomer behavior analysis

Soft Skills

analytical curiositydiligencecommunicationstrategic partnershipdata-driven insightspresentation skillscollaborationproblem-solvingadaptabilitycustomer focus

Certifications

Bachelor's degree in EngineeringBachelor's degree in StatisticsBachelor's degree in EconomicsBachelor's degree in Business Administration