Customer Retention Analyst

Role Overview

• Work directly with customers who have indicated an intention to cancel, conducting retention conversations and churn reversal.
• Quickly diagnose the root cause of cancellation: usage, perceived value, competition, budget, or product dissatisfaction.
• Apply save (win-back) playbooks appropriate to the customer's profile and timing.
• Monitor consumption indicators (% of documents, feature adoption, cohort metrics) to identify at-risk customers before formal cancellation.
• Execute proactive engagement actions: calls, activation checklists, targeted campaigns, and consultative meetings.
• Provide quick trainings and practical enablement for low-engagement customers.
• Log usage diagnostics and churn reasons in the CRM (HubSpot) and propose improvement actions.
• Support expansion of usage into new internal areas of the customer (HR, Legal, Sales, etc.) as part of the retention strategy.
• Contribute to the creation of educational content and follow-up communications.
• Work with customer clusters, balancing scale with personalization.

Requirements

• Previous experience with cancellations, churn, or retention in a SaaS environment (mandatory for this role).
• Hands-on, communicative, organized, and resilient profile, especially in conflict situations or with dissatisfied customers.
• Ability to conduct difficult conversations with empathy and a solution-oriented approach.
• Familiarity with retention metrics: NRR, churn rate, health score, LTV.
• Interest in technology and in helping customers achieve their business objectives.
• Strong ability to handle volume and prioritize demands.

Benefits

• 100% remote work.
• Culture of trust, results-oriented with ample challenge and learning opportunities.
• Autonomy and ownership in an environment full of collaboration and empathy.
• Feedback culture and regular 1:1s with humane leadership and no micromanagement.
• Comprehensive benefits such as meal/food vouchers, childcare allowances, home office stipend, health coverage, education and culture benefits, Gympass, birthday day-off, discounts on therapy and English courses, among other partnerships.