ZENVIA

Customer Success Analyst, Mid-level

ZENVIA

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • Build long-lasting, trust-based relationships with clients and partners, gaining a deep understanding of their needs and business objectives;
  • Act as a strategic advisor to clients, anticipating risks, designing action plans, and ensuring perceived value throughout the customer journey;
  • Identify and execute expansion opportunities based on usage data, business context, and customer maturity;
  • Proactively and autonomously manage the account portfolio with strong ownership and a focus on tangible results;
  • Connect and collaborate with internal teams (Product, Sales, Support, etc.) to resolve complex issues and contribute to continuous improvements;
  • Use dashboards, KPIs and analyses to guide actions and support strategic decision-making with clients.

Requirements

  • Must reside in São Paulo (capital city), due to in-person visits to strategic clients;
  • Strong experience in Customer Success at technology or SaaS companies;
  • Proficiency with Customer Success KPIs;
  • Strong analytical skills, proficient with tools such as Google Sheets/Excel, Power BI, Looker, etc.;
  • Hands-on experience with expansion, renewals, and retention, including building business cases;
  • Experience with CRM, Customer Success, and relationship-management tools (e.g., Salesforce, Sensedata, etc.);
  • Ability to map and optimize complex customer journeys, with a business-oriented and impact-driven mindset;
  • Excellent consultative communication: able to translate data into actions and present solutions clearly and strategically;
  • Experience working with Mid-Market accounts (Mid-Touch and High-Touch), managing a portfolio of clients;
  • Self-managing, resilient profile with a long-term perspective.
Benefits
  • We are 100% remote and offer flexible working hours.
  • Zenvia Care is our benefits program for you and your family.
  • Healthcare: health and dental plans with no co-pay for the employee and the option to add dependents, life insurance, telemedicine, and access to medical specialties.
  • Wellness care: payroll-deductible loan available after 3 months with the company, birthday day off, TotalPass, plus free sports and nutrition coaching and telepsychology services (also available for dependents).
  • Parental care: extended maternity and paternity leave, pregnancy support, and childcare assistance up to 71 months.
  • Remote Care: policy for those who want to relocate temporarily, R$1,500 to help with home office equipment, a monthly home office allowance of R$250 (with the option to allocate R$50 to private pension), Alelo Tudo worth R$950 for Meal/Food Voucher or flexible benefits, and a partnership with Woba for co-working spaces throughout Brazil.
  • Career: internal mobility program, language program, and access to a Learning Hub for your development so you can activate your full potential and shape your career at ZENVIA.
  • Profit-sharing (results participation), because you helped build them.
  • Direct connection with colleagues from other countries and an informal work environment where teammates share knowledge, collaborate, and learn together.
  • Transparency, open dialogue, and psychological safety for everyone to be themselves are essential to us.
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer SuccessCustomer Success KPIsanalytical skillsexpansionrenewalsretentionbusiness casesmapping customer journeysimpact-driven mindset
Soft Skills
consultative communicationownershipcollaborationstrategic advisingresilienceself-managementrelationship management