Customer Success Analyst – Mid-level

Jobtailor; Florianópolis; Presencial; BRL 120 000 - 190 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a Customer Success professional to own a client portfolio and drive retention, renewals, and expansion in a fast-growing SaaS environment.

You will monitor health metrics, lead consultative meetings, and collaborate with clients to maximize value and satisfaction.

Qualificações

• Proven experience in Customer Success.
• Hands-on experience managing a client portfolio.
• Experience with retention and churn prevention.
• Experience with renewals, upselling and cross-selling.
• Ability to lead consultative meetings and present results to clients.
• Knowledge of Customer Success metrics.
• Organized and disciplined in CRM usage.
• Strong analytical skills and goal-orientation.
• Clear communication and ability to build trust-based relationships.
• Autonomy to manage daily routines, prioritize tasks, and make decisions within scope of responsibility.
• Collaborative, proactive profile and openness to feedback and change.
• Experience in technology companies or SaaS is a plus.
• Experience with B2B clients is a plus.
• Knowledge of churn, NPS, Health Score, retention and expansion is a plus.
• Experience in startups or high-growth companies is a plus.
• Bachelor's degree

Responsabilidades

• Manage a portfolio of clients with autonomy
• Monitor the customer journey, adoption, and progress in using the solutions
• Monitor health, engagement, and satisfaction metrics for the portfolio
• Proactively identify churn risks and develop action plans
• Lead consultative follow-up meetings and results reviews
• Work on customer retention, renewals, and reactivation
• Identify upsell and cross-sell opportunities
• Track individual and portfolio-level goals and KPIs
• Log interactions, opportunities, and next steps in the CRM
• Collect feedback and contribute to improving products, processes, and customer experience
• Share best practices and contribute to the evolution of the Customer Success operation

Conhecimentos

Analytical skills

Communication

Organizational skills

Proactive attitude

Trust-building

Collaboration

B2B SaaS experience

Formação académica

Bachelor's degree

Ferramentas

CRM Software

Descrição da oferta de emprego

• Manage a portfolio of clients with autonomy
• Monitor the customer journey, adoption, and progress in using the solutions
• Monitor health, engagement, and satisfaction metrics for the portfolio
• Proactively identify churn risks and develop action plans
• Lead consultative follow-up meetings and results reviews
• Work on customer retention, renewals, and reactivation
• Identify upsell and cross-sell opportunities
• Track individual and portfolio-level goals and KPIs
• Log interactions, opportunities, and next steps in the CRM
• Collect feedback and contribute to improving products, processes, and customer experience
• Share best practices and contribute to the evolution of the Customer Success operation

Requirements

• Proven experience in Customer Success
• Hands-on experience managing a client portfolio
• Experience with retention and churn prevention
• Experience with renewals, upselling and cross-selling
• Ability to lead consultative meetings and present results to clients
• Knowledge of Customer Success metrics
• Organized and disciplined in CRM usage
• Strong analytical skills and goal-orientation
• Clear communication and ability to build trust-based relationships
• Autonomy to manage daily routines, prioritize tasks, and make decisions within scope of responsibility
• Collaborative, proactive profile and openness to feedback and change
• Experience in technology companies or SaaS is a plus
• Experience with B2B clients is a plus
• Knowledge of churn, NPS, Health Score, retention and expansion is a plus
• Experience in startups or high-growth companies is a plus
• Bachelor's degree

Core Competencies

Demonstrates expertise in managing client portfolios with a focus on customer retention, renewals, and upselling. Proficient in analyzing Customer Success metrics and utilizing CRM tools to enhance customer experience and satisfaction.

Highest-signal resume keywords

• Customer Success Management
• Client Portfolio Management
• Retention and Churn Prevention
• Consultative Meeting Leadership
• CRM Proficiency

ATS Optimization Keywords

Hard Skills

• Customer Success Metrics
• Churn Analysis
• NPS Knowledge
• Health Score Understanding
• Goal Tracking
• Upselling Techniques
• Cross-Selling Techniques

Soft Skills

• Clear Communication
• Trust-Building
• Organizational Skills
• Analytical Skills
• Proactive Attitude

Industry Keywords

• B2B Experience
• SaaS Experience
• High-Growth Companies
• Startups

Tools & Technologies

• CRM Software