Customer Success Analyst – Relationship and Retention

Segware

Customer Success Analyst managing client relationships and ensuring retention at Segware. Driving client success through strategic consultations and data-driven insights.

Posted 7/20/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success management, focusing on client retention, relationship building, and proactive risk mitigation. Proficient in utilizing CRM tools to monitor engagement metrics and drive feature adoption.

Highest-signal resume keywords

Customer Success ManagementCRM Tools ExperienceAnalytical MindsetVerbal And Written CommunicationRelationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success MetricsNPS Follow-UpChurn Risk MappingSuccess Plan CreationFeature Adoption Strategies

Soft Skills

Strong OrganizationTime ManagementPrioritization AbilitiesDifficult Conversation HandlingResults-Oriented Approach

Industry Keywords

Electronic SecurityMonitoringTechnology Market

About the role

Key responsibilities & impact

Be the client's focal point throughout the entire post-onboarding journey.
Conduct handoff meetings, callbacks, and success meetings.
Handle cancellation cases directly, seeking retention and recovery of the relationship.
Perform NPS follow-up, identify root causes, and propose improvement actions.
Drive adoption of level-1 features (usability, strategic vision, processes).
Map churn risks and act proactively to mitigate them.
Create and track personalized success plans.
Monitor metrics such as health score, engagement, and adoption.
Record interactions and updates in the CRM with quality and consistency.
Partner with the technical team to ensure deliveries are aligned with client needs.
Identify expansion opportunities (upsell/cross-sell) when appropriate for the client.

Requirements

What you’ll need

Experience in customer service, relationship management, or Customer Success.
Excellent verbal and written communication skills.
Strong organization, time-management, and prioritization abilities.
Analytical mindset and results-oriented approach.
Ability to conduct difficult conversations (retention, cancellations, NPS).
Previous experience in Customer Success (desirable).
Knowledge of the electronic security, monitoring, or technology market (desirable).
Experience with CRM tools and Customer Success metrics (desirable).

Benefits

Comp & perks

Meal/Food allowance
Health insurance (50% employer-paid, 50% employee-paid)
Dental plan (50% employer-paid, 50% employee-paid)
Home office allowance
Day off during your birthday month
Extended paternity and maternity leave
Total Pass: wellness platform offering gyms, sports, Pilates, martial arts, nutrition, etc.
Mastercard Surpreenda program
Emotional well-being platforms: Psicologia Viva, ZenClub, Vittude
Professional Training Program (as per company policy)