Monitor and manage risk indicators and churn signals (product usage, NPS, support tickets, among others), working toward retention targets and revenue impact;
Proactively and reactively work to reverse churn, leading structured actions for customer retention and recovery of at-risk revenue;
Perform recurring churn analyses (voluntary and involuntary), identifying expansion opportunities and proposing action plans by segment, with a focus on maximizing base revenue;
Manage relationships with at-risk or canceling customers using a consultative, value-driven approach focused on retention and expansion;
Ensure correct categorization and analysis of churn reasons, structuring data to support strategic decisions and revenue levers;
Support the creation, optimization and scaling of automated workflows for retention, churn reversal and customer expansion;
Collaborate with Product, Marketing and other teams, providing actionable insights that contribute to improving the customer journey and increasing base revenue;
Be accountable for meeting targets related to retention, churn reversal and revenue expansion, tracking metrics and ensuring predictability of results.

Bachelor's degree in Business Administration, Marketing, Communications or related fields
Previous experience in sales, customer success or related areas (minimum 2 years)
Knowledge of sales and negotiation techniques
Ability to analyze data and performance metrics
Excellent verbal and written communication skills
Proactive and able to work independently and as part of a team
Experience in technology companies or SaaS
Familiarity with CRM tools (e.g., Salesforce, HubSpot)

Mid-level Customer Success Analyst - Negotiation Focus

Key skills