Customer Success Analyst, Legal

Starian

Customer Success Analyst responsible for managing a client portfolio in SaaS solutions for the legal segment. Focusing on adoption, renewal, and expansion of client relationships.

Posted 5/12/2026full-timeRemote • BrasilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Manage a Mid-touch client portfolio, taking responsibility for customer health, adoption, renewals and expansion;
Conduct strategic meetings focused on extracting value from the product 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 scale with the team;
Participate in strategic projects for continuous improvement and innovation in the area;
Maintain a digital mindset, be curious about new technologies and interested in understanding how Artificial Intelligence can transform processes, experiences and results.

Requirements

What you’ll need

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 churn reduction or revenue expansion projects;
Advanced knowledge of Customer Success methodologies;
Knowledge of, or interest in, Artificial Intelligence technologies: tools, applications and concepts;

Benefits

Comp & perks

Meal allowance / meal voucher;
Health and dental insurance;
Home office allowance;
Profit-sharing (PLR);
Setup kit voucher;
Life insurance;
Birthday day off;
GoGood | Conexa;
Health and wellness promotion program;
Partnerships and discounts.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisSaaS softwarecustomer success methodologieschurn reductionrevenue expansioncustomer health metricsNPSadoption metricsCSATNRR

Soft Skills

strategic thinkingcollaborationproactive problem solvingcommunicationcuriosityinnovationleadershipcustomer relationship managementprocess improvementadaptability