Operand

Customer Success Analyst – Mid-Touch

Operand

full-time

Posted on:

Location Type: Remote

Location: Brasil

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About the role

  • Manage a portfolio of small (SMB) clients in a mid-touch model, balancing scale and personalization
  • Conduct proactive outreach focused on retention, adoption, and engagement
  • Identify churn risks and act preventively with clear action plans
  • Monitor metrics such as activation, usage, engagement, and churn for the portfolio
  • Conduct periodic checkpoints and strategic communications (meetings, messages, campaigns)
  • Ensure expectation alignment from post-onboarding onward
  • Log customer interactions and information in an organized manner in the CRM

Requirements

  • Previous experience in Customer Success, account management, or customer support
  • Experience managing scaled portfolios (mid- or low-touch experience is a strong plus)
  • Analytical, organized, and results-oriented profile
  • Strong written and verbal communication skills
  • Ability to handle volume without sacrificing quality
  • Proactive approach to anticipate issues and suggest improvements
  • Comfortable with digital tools, CRMs, and data analysis
  • Knowledge of CS metrics (churn, retention, engagement, LTV)
  • Experience in SaaS
  • Experience with automations, playbooks, and customer journeys
  • Prior experience managing SMB or small client portfolios
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer successaccount managementdata analysisCS metricschurnretentionengagementLTVautomationscustomer journeys
Soft Skills
analyticalorganizedresults-orientedstrong written communicationstrong verbal communicationproactiveanticipate issuessuggest improvementshandle volumequality focus