Eletromidia

Senior Customer Success Analyst – SMB

Eletromidia

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

About the role

  • Strategic portfolio management (revenue-focused)
  • Manage an SMB portfolio with high renewal potential.
  • Lead renewal negotiations with a strategic focus on retention and margin.
  • Identify upsell and cross-sell opportunities within the OOH media portfolio.
  • Act consultatively, aligning clients' marketing objectives with Eletromidia's solutions.
  • Develop action plans to mitigate churn and drive expansion.
  • 📊 Data intelligence and strategic insight
  • Analyze satisfaction surveys (NPS, CSAT, etc.) and cross-reference them with performance, product and revenue data.
  • Identify behavior patterns, risks and opportunities within the SMB base.
  • Generate actionable insights for the Commercial, Product and Operations teams.
  • Support the evolution of the area’s strategic KPIs.
  • 🏗️ Building the Customer Success area
  • Actively contribute to structuring and evolving Customer Success processes.
  • Support the creation of playbooks, follow-up rituals and relationship strategies.
  • Serve as a key player in consolidating a data- and retention-oriented culture.

Requirements

  • Proven experience in Customer Success.
  • Strong commercial skills, with experience in renewals and revenue expansion.
  • Advanced analytical capabilities and the ability to turn data into strategy.
  • Executive-level communication and negotiation skills.
  • Proactive, structured and results-oriented profile.
  • ⭐ Differentiators
  • Experience in media, advertising or OOH markets.
  • Experience working in companies that are building/structuring their CS area.
  • Knowledge of CS metrics and frameworks (Health Score, Customer Journey, Playbooks).
Benefits
  • 🏥 Medical and dental coverage: greater care and well-being so you can live with peace of mind.
  • 🔐 Life insurance: because the future deserves protection too.
  • 🍽️ Flexible meal/food card (Meal/Food allowance): choose where to use it and enjoy every meal your way.
  • 🚌 Transportation allowance: reliable mobility to commute with more flexibility.
  • 💰 Annual profit-sharing (PLR): we hit targets together and celebrate together.
  • 💪 Total Pass: support for practicing physical activities.
  • 🎉 Birthday day off: our gift so you can enjoy your day.
  • 🎁 Prize draws for tickets to various experiences: culture, entertainment and leisure.
  • 💻 Hybrid work model and a relaxed work environment.
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysiscustomer success metricsrenewal negotiationsupsell strategiescross-sell strategiesNPS analysisCSAT analysisstrategic portfolio managementaction plan developmentcustomer journey mapping
Soft Skills
executive communicationnegotiation skillsproactive mindsetstructured approachresults-orientedconsultative sellingrelationship buildingstrategic insightteam collaborationproblem-solving