Customer Retention Analyst

Clicksign

Analista de Retenção de Clientes at Clicksign focusing on reducing churn and enhancing customer relationships. Engage with clients to identify needs and ensure satisfaction.

Posted 4/30/2026full-timeRemote • 🇧🇷 BrazilJuniorWebsite

About the role

Key responsibilities & impact

Work directly with customers who have indicated an intention to cancel, conducting retention conversations and churn reversal.
Quickly diagnose the root cause of cancellation: usage, perceived value, competition, budget, or product dissatisfaction.
Apply save (win-back) playbooks appropriate to the customer's profile and timing.
Monitor consumption indicators (% of documents, feature adoption, cohort metrics) to identify at-risk customers before formal cancellation.
Execute proactive engagement actions: calls, activation checklists, targeted campaigns, and consultative meetings.
Provide quick trainings and practical enablement for low-engagement customers.
Log usage diagnostics and churn reasons in the CRM (HubSpot) and propose improvement actions.
Support expansion of usage into new internal areas of the customer (HR, Legal, Sales, etc.) as part of the retention strategy.
Contribute to the creation of educational content and follow-up communications.
Work with customer clusters, balancing scale with personalization.

Requirements

What you’ll need

Previous experience with cancellations, churn, or retention in a SaaS environment (mandatory for this role).
Hands-on, communicative, organized, and resilient profile, especially in conflict situations or with dissatisfied customers.
Ability to conduct difficult conversations with empathy and a solution-oriented approach.
Familiarity with retention metrics: NRR, churn rate, health score, LTV.
Interest in technology and in helping customers achieve their business objectives.
Strong ability to handle volume and prioritize demands.

Benefits

Comp & perks

100% remote work.
Culture of trust, results-oriented with ample challenge and learning opportunities.
Autonomy and ownership in an environment full of collaboration and empathy.
Feedback culture and regular 1:1s with humane leadership and no micromanagement.
Comprehensive benefits such as meal/food vouchers, childcare allowances, home office stipend, health coverage, education and culture benefits, Gympass, birthday day-off, discounts on therapy and English courses, among other partnerships.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

churn analysisretention strategiescustomer engagementusage diagnosticsfeature adoption metricsconsultative sellingeducational content creationCRM usageSaaS experienceretention metrics

Soft Skills

communicationempathysolution-orientedorganizational skillsresilienceconflict resolutioncustomer serviceprioritizationactive listeningrelationship building