Pulsus

Customer Success Analyst

Pulsus

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • Manage a low-touch portfolio, acting as a business consultant to ensure client retention and sustainable success.
  • Monitor and analyze key metrics (Net MRR Expansion, Churn, Coverage, and CSAT), translating metrics into predictive action plans to optimize base performance.
  • Develop and implement personalized success plans, ensuring customers achieve their business objectives and extract maximum value from the Pulsus platform.
  • Perform ongoing diagnostics to identify, negotiate, and convert expansion opportunities, driving revenue growth within the customer base.
  • Lead strategic renewal negotiations, balancing customer satisfaction with operational profitability.
  • Conduct continuous follow-ups (meetings, RTS, and RMS) online with customers to ensure their satisfaction;
  • Deliver training to enable customers to use our solutions and platform effectively;
  • Facilitate communication between customers and internal teams, ensuring an integrated and efficient experience;
  • Resolve complex issues, acting as a facilitator to find solutions;
  • Actively contribute to the continuous improvement of the CS area, proposing methodological innovations that raise operational efficiency and the quality of customer relationships.

Requirements

  • Proven experience in Customer Success processes, account coverage, retention, and negotiation;
  • Excellent communication and interpersonal skills;
  • Consultative negotiation skills, capable of leading strategic conversations about ROI and business value;
  • Strong analytical thinking and proactive problem-solving abilities;
  • Experience delivering customer trainings and enablement sessions;
  • Ability to work collaboratively in a dynamic, results-oriented environment.
Benefits
  • Meal/food allowance in partnership with iFood;
  • Health insurance: SulAmérica - Clássico Apartamento or Especial 100 R1, or Unimed Unimax;
  • Dental plan: SulAmérica or Bradesco Odonto;
  • Profit-sharing/variable compensation according to achievement of company targets;
  • Birthday day off.
  • Our partnerships and agreements:
  • Wellhub (Gympass)
  • Starbem: discounts and mental health support consultations;
  • NewValue: benefits club with discounts at partner stores.
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer Success processesaccount coverageretentionnegotiationanalytical thinkingproblem-solvingcustomer trainingenablement sessions
Soft Skills
communication skillsinterpersonal skillsconsultative negotiation skillscollaborative workresults-oriented mindset