Hand Talk

Senior Customer Success Analyst

Hand Talk

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Job Level

Senior

About the role

  • Manage customers within a specific MRR band:
  • ● Take ownership of the customer after onboarding, monitor their journey, and execute renewals;
  • ● Build and maintain customer relationships, plan and execute initiatives focused on account expansion so the customer achieves and recognizes the expected results;
  • ● Track achievement of objectives and keep expectations aligned according to the success criteria defined with the customer during onboarding;
  • ● Analyze behavioral data and execute playbooks that directly impact customer health;
  • ● Communicate results and improvement proposals to customers (email, phone calls, video calls, meetings, in-person visits, etc.);
  • ● Identify and receive customer requests, recording opportunities and risks following internal communication processes between commercial and technical teams;
  • ● Keep customer data and relationship records up to date in the platforms used in the CS process;
  • ● Map upsell and cross-sell opportunities within your portfolio;
  • ● Prepare and negotiate renewal, upsell and/or cross-sell proposals;
  • ● Ensure coverage of your account base.
  • Collaborate in building, improving, and automating the customer journey and CS and customer service processes:
  • ● Contribute to creating action plans to increase retention and expansion and reduce churn;
  • ● Propose solutions to issues and improvements in CS processes;
  • ● Contribute to creating educational and guidance articles for customers;
  • ● Help define CS metrics/indicators and monitor them for continuous improvement (NPS, Retention, Upsell, Health Score, etc.);
  • ● Share behaviors, feedback, results and proposed actions/improvements with customers and internal teams, occasionally acting as a mediator;
  • ● Think critically; be able to identify problems of different natures and apply durable, low-maintenance solutions that won't cause future issues, even if it requires learning and quickly applying new tools.
  • Occasionally participate in events/livestreams as a moderator, and in interdisciplinary projects and initiatives.
  • Occasionally make on-site client visits (if/when requested).

Requirements

  • Excellent communication and writing skills;
  • Strong critical and analytical thinking;
  • Ability to analyze data, and build and present reports;
  • Negotiation skills;
  • Conflict resolution and risk management;
  • Comfort with management tools (e.g., Sensedata);
  • Ability to create and interpret dashboards;
  • Strong interpersonal and in-person interaction skills;
  • Conversational proficiency in English;
  • Must reside in São Paulo or the metropolitan area for occasional client visits.
Benefits
  • CLT employment contract: job security and all statutory rights guaranteed from day one.
  • Caju Benefits Card (BRL 1,160.00): Flexible balance to use as you prefer: meals, groceries, home office, culture and mobility!
  • Remote work — work from wherever you are!
  • SulAmérica Health Plan
  • SulAmérica Dental Plan
  • SulAmérica Life Insurance
  • Online specialist consultations via Conexa Saúde — telemedicine.
  • Wellhub: resources to help you perform at your best!
  • Extended year-end break: celebrate the holidays with more peace of mind!
  • Birthday day off: a special day off during your birthday month!
  • Extended parental leave: support and quality time for those starting or growing their family.
  • Continuous professional development: access leading platforms such as LinkedIn Learning, plus an annual subsidy for courses and training in your area.
  • University partnerships: support to go further through discounts and giveaways!
  • LIBRAS training: learn this important language for our community!
  • English training: through partnerships, we encourage language learning!
  • Work equipment provided as part of your onboarding kit.
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysisreport buildingdashboard creationcustomer success metricsrenewal negotiationupsell strategiescross-sell strategiescustomer journey mappingplaybook executioncustomer health analysis
Soft Skills
communication skillsanalytical thinkingnegotiation skillsconflict resolutionrisk managementinterpersonal skillscritical thinkingproblem-solvingpresentation skillscustomer relationship management