Key skills
SQLAIArtificial IntelligenceLookerBILeadershipCustomer Success
About this role
Role Overview
- Health Diagnosis: Analyze the retention funnel and the customer journey to identify bottlenecks, friction points, and opportunities for improvement.
- Data Intelligence: Build and monitor performance dashboards (Churn, Net Retention, Health Score) that serve as a compass for the team.
- Project Leadership: Develop and implement new processes to improve performance and the metrics of the Customer Success (CS) organization.
- Executive Influence: Translate complex data into executive presentations (data storytelling) for senior stakeholders.
- Retention Focus: Analyze root causes of cancellations/churn and recommend changes to the product or support/service processes.
Requirements
- Advanced Analytical Profile: Strong experience with Excel/Google Sheets. Knowledge of BI tools (Looker Studio and Metabase) and preferably SQL.
- AI/Automation Focus: Experience in solving problems using automations and/or artificial intelligence.
- Project Experience: Proven experience leading end-to-end initiatives (identification -> solution -> implementation).
Tech Stack
- SQL
Benefits
- Flash Card (the popular pink card!) with flexible benefits: meal, grocery, transportation, health, education, culture, and wellness
- Health insurance
- Life insurance
- Extended maternity and paternity leave + childcare assistance
- Day off on your birthday 🎂
- Hybrid and flexible work model + home office allowance + in-office experiences
- Exclusive partner discounts via the Flash app
- TotalPass
- Pet care plan with Guapeco