Multipedidos

Customer Success Manager

• Handle cancellation requests, seeking to understand the reasons and find alternatives to retain the customer.
• Monitor customers with significant drops in order volume, identifying risks and proposing recovery actions.
• Conduct retention negotiations with customers in critical situations, aiming to prevent cancellations and strengthen the relationship.
• Follow up on the journeys of reactivated customers, ensuring a positive renewed experience and reducing the risk of further cancellations.
• Act in a consultative manner, understanding challenges and identifying opportunities to increase engagement and platform usage.
• Participate in testing new features with customers, in partnership with the Product team.
• Collect, organize, and share customer feedback with internal teams, contributing to continuous product improvement.
• Log all interactions and track metrics related to retention, reactivation, and account health.

Customer Success Analyst, Junior – Retention