Knewin

Mid-level Customer Success Analyst

Knewin

full-time

Posted on:

Location Type: Remote

Location: Brasil

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About the role

  • Manage a portfolio of clients autonomously, monitoring health, engagement, and account growth metrics;
  • Plan and lead structured follow-up meetings and QBRs (Quarterly Business Reviews);
  • Develop consultative relationships with client stakeholders to understand needs and identify business opportunities;
  • Advise clients on best practices for using the product;
  • Identify churn risk signals and execute proactive retention actions;
  • Identify and pursue upsell and cross-sell opportunities in partnership with the sales team;
  • Collaborate closely with Operations, Product, Support, and Sales teams;
  • Recommend improvements to customer management processes and internal routines.

Requirements

  • Experience in Customer Success or customer-facing relationship roles;
  • Strong understanding of SaaS metrics such as MRR, Churn, NRR, expansion, and retention;
  • Ability to analyze portfolio metrics to identify risks and growth opportunities;
  • Consultative communication skills focused on problem-solving and value delivery;
  • Ability to work autonomously in managing your portfolio and making operational decisions;
Benefits
  • Comprehensive medical and dental plans to support your overall well-being.
  • Access to telemedicine services for convenient and secure consultations.
  • Dedicated health and wellness programs to help you stay at your best.
  • Meal allowance / food voucher for convenient, balanced meals.
  • Special holiday meal allowance for the Christmas season.
  • Gym membership plan to support your fitness routine.
  • Home office allowance for greater comfort and productivity.
  • Knewin Fit program: integrating health and wellness into your routine.
  • Pet health insurance to care for your furry family members.
  • Birthday day off: because your special day deserves to be celebrated!
  • Short Friday — shorter working hours on Fridays to give you extra time to rest.
  • Travel program: opportunities for trips that promote well-being.
Applicant Tracking System Keywords

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

Hard Skills & Tools
SaaS metricsMRRChurnNRRexpansionretentionportfolio analysiscustomer management processes
Soft Skills
consultative communicationproblem-solvingvalue deliveryautonomous workrelationship management