Mid-level Customer Success Analyst, Legal
Softplan
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage a Mid Touch customer portfolio, responsible for customer health, adoption, renewals and expansion;
- Conduct strategic meetings focused on extracting product value and identifying growth opportunities;
- Monitor customer health indicators (health score, usage, NPS) and act proactively on churn risks;
- Perform data analyses to identify success patterns and propose improvements to the customer journey;
- Collaborate with Product, Onboarding and Sales teams to ensure an integrated experience;
- Propose and develop, with leadership support, improvements to playbooks, processes and best practices that can be scaled across the team;
- Participate in strategic projects for continuous improvement and innovation in the area.
Requirements
- Degree in Law or experience working in companies within the legal sector;
- Proven experience with SaaS software;
- Experience with SaaS metrics (churn, NRR, CSAT, adoption);
- Experience with projects focused on churn reduction or revenue expansion;
- Advanced knowledge of Customer Success methodologies.
Benefits
- Meal allowance / meal voucher;
- Health and dental insurance;
- Home office allowance;
- Annual performance bonus;
- Voucher for setup kit;
- Life insurance;
- Birthday day off;
- Health and wellness program;
- Partnerships and discounts.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisSaaS softwarecustomer success methodologieschurn reductionrevenue expansioncustomer health indicatorsNPSadoption metricsCSATNRR
Soft skills
strategic thinkingcollaborationproactive problem solvingcommunicationleadershipprocess improvementinnovationcustomer relationship managementteamworkanalytical thinking