Serve as the primary strategic point of contact for the schools in your portfolio, focusing on relationship management, engagement, and value delivery;
Ensure revenue retention by proactively identifying and mitigating churn risks;
Monitor account health, tracking metrics such as NPS, CSAT, Health Score, and engagement;
Hold regular meetings with accounts to review results, align strategies, and define action plans;
Ensure effective platform adoption by guiding best practices and helping clients realize value;
Manage account relationships with a consultative approach focused on customer success;
Identify and address churn risks, developing recovery and retention plans;
Track and act on NPS feedback to improve the experience and strengthen client relationships;
Support contract renewal processes as needed;
Identify opportunities to stabilize accounts and prepare them for expansion (upsell and cross-sell);
Analyze usage and behavioral data to generate insights on engagement, retention, and growth;
Keep the CRM up to date, ensuring consistent records of the customer journey and account progression;
Work collaboratively with internal teams, conveying clients' strategic feedback to drive continuous company improvements.

Experience or knowledge in Customer Success, retention, and B2B account management;
Analytical skills to interpret metrics and make data-driven decisions;
Clear, empathetic communication with a consultative approach;
Organized with strong skills in strategic account management;
Proactive, investigative mindset oriented toward value creation;
Ownership mentality toward the portfolio, focusing on retention, engagement, and revenue growth;
Experience with CRM tools;
Experience in SaaS companies or the education sector;
Familiarity with metrics such as NPS, CSAT, Health Score, churn, and retention;
Experience with account renewals and expansions.

Mid-level Engagement Analyst

Key skills