Customer Success Analyst – Focus on Churn and Customer Retention

Contajá Contabilidade Online

. Handle customers via chat who request service cancellation.

Posted 4/21/2026full-timeViçosa • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Handle customers via chat who request service cancellation.
Understand the reason for cancellation through active listening and investigation.
Present solutions and alternatives to reverse the cancellation and retain the customer.
Conduct negotiations and objection handling aimed at customer retention.
Accurately record cancellation reasons (churn) and interactions in the system.
Escalate specific cases to the responsible teams when necessary.
Ensure empathetic, agile, and solution-oriented support, even in conflict situations.
Contribute to churn reduction and improvement of the customer experience.

Requirements

What you’ll need

Intermediate knowledge of Microsoft Office;
Experience with CRM systems and customer communication tools;
Experience in customer service roles such as customer support (SAC), technical support, call center, or client relationship management;
Experience or knowledge in customer retention processes and cancellation reversals;
Knowledge of Customer Success metrics, such as churn, retention, and satisfaction;
Intermediate skills in interpreting and collecting customer experience data;
Understanding of omnichannel customer service;
Intermediate knowledge of the Reclame Aqui platform and online reputation management;
Ability to manage customer feedback, identifying opportunities to improve processes and services;
Intermediate knowledge of negotiation, persuasion, and objection-handling techniques;
Experience in administering or analyzing satisfaction surveys (NPS);
Intermediate knowledge of accounting processes or basic accounting routines;

Benefits

Comp & perks

💚 Caju Benefits Card – R$ 700.00 monthly for you to use as you wish, not deducted from payroll and maintained during vacation;
💚 Unimed Health Plan – 100% paid by Contajá, with cost-sharing only in case of use. For dependents (spouses — heterosexual or same-sex couples — and children) the cost is 100% borne by the employee;
🥳 Birthday Day Off – your day, your way!
🏋️ Wellhub (Gympass) – access to gyms and wellness platforms;
💆 Telepsychology – up to 2 free sessions per month;
🍉 Tele-nutrition – up to 2 free sessions per month;
🤗 15% discount on laboratory tests at the Dasa network;
🤗 30% discount on generic medicines at Pague Menos stores and 20% on brand-name medicines;
📝 Partnership with Estácio – invest in your academic development;
🚀 ImpulsoJá Career Plan – more than a career plan, it's your springboard to success! Learn how to advance levels, reach goals, and achieve your professional objectives;
🎮 Gamification – earn virtual coins along your journey and exchange them for rewards such as a Kindle, participation in industry events, exclusive gifts, and more.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Microsoft OfficeCRM systemscustomer communication toolscustomer retention processesCustomer Success metricscustomer experience dataomnichannel customer serviceReclame Aqui platformnegotiation techniquessatisfaction surveys

Soft Skills

active listeninginvestigationcustomer retentionobjection handlingempathetic supportagile supportsolution-oriented supportconflict resolutionprocess improvementpersuasion