Customer Success Analyst (Mid-level)
Softplan
full-time
Posted on:
Location Type: Hybrid
Location: Brasília • 🇧🇷 Brazil
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Autonomously manage clients' onboarding, implementation and follow-up, ensuring a smooth transition;
- Plan and deliver personalized training tailored to the customer's profile, segment and maturity;
- Act proactively to drive advanced adoption of the solution and expand perceived value;
- Monitor engagement, adoption, satisfaction and customer health metrics, structuring continuous action plans;
- Identify risks of low engagement or churn and implement customized recovery plans;
- Lead strategic meetings, including executive alignments and results presentations;
- Log interactions in a structured way in the CRM, ensuring a reliable history and data-driven decisions;
- Serve as a link between customers and internal teams, providing qualified feedback;
- Contribute to the evolution of processes, playbooks and enablement materials.
Requirements
- Must reside in Brasília (DF);
- Availability for frequent domestic travel;
- Valid driver's license (car);
- Proven experience in Customer Success, Implementation or B2B Account Management;
- Hands-on experience with onboarding and post-implementation follow-up;
- Solid knowledge of CS metrics: engagement, churn, retention, NPS and health score;
- Experience using CRM (Sensedata) for portfolio management;
- Experience acting as the connection point between customers and internal teams, delivering qualified and actionable feedback.
Benefits
- Health insurance;
- Dental plan;
- Flexible meal/food allowance;
- Partnerships with gyms and wellness providers;
- Mental health care platform;
- Support for courses and certifications;
- Home office allowance;
- Career and salary progression plan;
- Employee referral program;
- Day off;
- Partnership with SESC;
- Partnerships and discounts;
- Life insurance;
- Extended paternity leave;
- Guapeco — pet benefit;
- Partnership with OpenEnglish;
- Partnership with OnHappy;
- Salaryfits;
- Performance-based bonus for goal achievement.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successimplementationonboardingpost-implementation follow-upCS metricsengagementchurnretentionNPShealth score
Soft skills
proactivecommunicationorganizationalleadershipproblem-solvingfeedback deliveryrelationship managementstrategic planningpresentation skillsadaptability
Certifications
valid driver's license