Operand

Customer Success Analyst – High Touch

Operand

full-time

Posted on:

Location Type: Remote

Location: Brasil

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About the role

  • Manage a portfolio of large accounts with a strategic, consultative approach
  • Build and maintain close relationships with client decision-makers and influencers
  • Lead recurring strategic meetings (checkpoints, executive alignments)
  • Actively drive retention and expansion (upsell and cross-sell), identifying opportunities based on customer usage and needs
  • Develop a deep understanding of each customer's business, challenges, and strategic objectives
  • Translate customer objectives into clear action plans within the platform
  • Anticipate churn risks and lead mitigation plans with a medium- and long-term perspective
  • Monitor portfolio health metrics (engagement, adoption, revenue, churn, and expansion)
  • Convey structured feedback from strategic clients to Product and leadership

Requirements

  • Proven experience as a Customer Success Manager managing mid- to large-sized portfolios
  • Experience working with strategic clients and engaging with decision-makers
  • Strong business acumen (operating models, goals, KPIs)
  • Clear communication, consultative demeanor, and confidence in strategic meetings
  • Analytical profile, results-oriented with revenue management focus
  • Organized and able to manage multiple clients with depth
  • Ability to influence without formal authority
  • Differentials
  • Experience in B2B SaaS
  • Experience driving revenue expansion through CS (NRR, upsell, cross-sell)
  • Experience with QBRs and executive cadences
  • Familiarity with agency or marketing team environments
  • Previous experience as a technical or strategic point of reference within the CS team
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer success managementrevenue managementupsellcross-sellportfolio managementbusiness acumenKPI analysisanalytical skillsstrategic planningchurn risk mitigation
Soft Skills
clear communicationconsultative demeanorinfluence without authorityorganizational skillsrelationship buildingresults-orientedstrategic thinkingclient engagementproblem-solvingadaptability