Mid-level Customer Success Analyst – Customer Success

Role Overview

• Portfolio Management and Customer Success: Manage a portfolio of customers with a focus on retention, engagement, and expansion, monitoring key metrics and proactively mitigating risks and identifying opportunities.
• Onboarding (Implementation): Plan and lead the implementation process for new customers, including defining and aligning timelines, continuously tracking progress, and managing expectations. Configure the platform (setup) to ensure alignment with the customer's needs. Lead the onboarding and go-live processes, and train users through presentations and guidance on using the solution, ensuring effective adoption from the start.
• Support and Customer Experience: Manage and resolve technical support tickets, ensuring speed, quality, and clear communication throughout the process. Coordinate with internal teams (such as Product and Engineering) to investigate and resolve issues, including creating and tracking technical requests (e.g., bugs). Keep customers continuously informed about the status of issues, ensuring transparency and trust. Develop and update support materials based on recurring requests, contributing to efficiency gains and increased customer autonomy.
• Customer Success: Monitor and analyze customer satisfaction and success metrics (quantitative and qualitative), identifying risks and opportunities throughout the customer journey. Build and strengthen relationships with the customer base, acting consultatively and proactively. Plan and execute communications about new feature releases, and create trainings and materials that drive product adoption. Consolidate feedback and identify improvement opportunities, acting as a bridge between customers and internal teams to continuously evolve the solution.
• Operational Efficiency, Automation and Process Management: Organize and prioritize the team's requests, contributing to the evolution of the Customer Success operation. Identify opportunities for automation and scaling of processes, leveraging tools and AI-based solutions to optimize support, communications, and data analysis. Support standardization of workflows, creation of playbooks, and continuous improvement of routines, promoting greater operational efficiency and a better customer experience.

Requirements

• Minimum 2 years of experience in SaaS
• Experience with process automation and applied AI
• People leadership experience, including team management, performance monitoring, development, and routine organization
• Availability to work weekends on a monthly-rotated schedule, with compensatory time off
• Quality-focused with strong attention to detail
• Clear, assertive, and instructional communication
• Effective problem-solving skills
• Positive energy and strong interpersonal skills

Benefits

• Cartão Caju: flexible monthly bonus of R$700, usable as you wish.
• AI Reimbursement: monthly allowance of up to R$200 to reimburse AI tools of your choice.
• Totalpass: access to the Totalpass plan with classes and gym options at partner facilities.
• Remote-first: we work from anywhere in the world (literally)!
• Birthday Day Off: enjoy a day off on your birthday.
• Paid time off: 30 days per year, accrued pro rata monthly (effective from the first month).