Customer Success Analyst – Mid-Level

Jobtailor; São Paulo; Híbrido; BRL 90 000 - 140 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a Customer Success professional in São Paulo to own the full lifecycle for our portfolio, from onboarding to post-sale support. You will keep CRM data up to date, conduct weekly portfolio reviews, and guide customers through implementation and platform adoption.

The role requires experience in SaaS and healthcare tech, proficiency with RD Station, Ploomes, and ClickUp, and the ability to work in a hybrid São Paulo environment with occasional travel.

Qualificações

• Bachelor’s degree in Business Administration, Information Systems, or related field.
• Postgraduate qualification in Customer Success.

Responsabilidades

• Own the full customer lifecycle for the assigned portfolio, from onboarding through post-sale support.
• Keep customer, contract, product, and contact data up to date in the CRM.
• Conduct weekly portfolio reviews, tracking progress, risks, and opportunities.
• Coordinate and monitor the solution implementation stages with customers.
• Conduct training sessions and guide customers on the solution’s features, encouraging platform adoption.
• Keep the customer training and content portal/wiki up to date.
• Execute the defined engagement cadence for the portfolio, including daily, weekly, monthly, and quarterly interactions.
• Prepare and present the monthly portfolio review book.
• Maintain and monitor the Health Score, proactively identifying at-risk customers.
• Create and monitor action plans for at-risk customers.
• Internally report critical customer-related situations.
• Serve as the focal point for strategic relationship management, liaising with other areas of the company.
• Identify signs of non-renewal risk and refer them to the Sales team.
• Identify cross-sell and upsell opportunities during portfolio management and refer them to the Sales team.
• Monitor critical tickets and engage Support when necessary, tracking resolution from the customer success perspective.
• Bring key customer pain points, needs, and suggestions identified across the portfolio to the Product and Technology teams.
• Conduct satisfaction surveys, such as NPS and CSAT, and consolidate the results.
• Keep management tools and the CRM up to date, ensuring data quality.
• Track the portfolio’s performance indicators and present monthly results to Operations Management

Conhecimentos

Customer Success Management

Performance Indicator Analysis

SaaS Solutions Experience

Health Score Knowledge

Cross-Sell and Upsell Strategies

Relationship Management

Analytical Skills

Communication Skills

Formação académica

Bachelor’s degree in Business Administration

Postgraduate qualification in Customer Success

Ferramentas

RD Station

Ploomes

ClickUp

Descrição da oferta de emprego

Job Responsibilities

• Own the full customer lifecycle for the assigned portfolio, from onboarding through post-sale support
• Keep customer, contract, product, and contact data up to date in the CRM
• Conduct weekly portfolio reviews, tracking progress, risks, and opportunities
• Coordinate and monitor the solution implementation stages with customers
• Conduct training sessions and guide customers on the solution’s features, encouraging platform adoption
• Keep the customer training and content portal/wiki up to date
• Execute the defined engagement cadence for the portfolio, including daily, weekly, monthly, and quarterly interactions
• Prepare and present the monthly portfolio review book
• Maintain and monitor the Health Score, proactively identifying at-risk customers
• Create and monitor action plans for at-risk customers
• Internally report critical customer-related situations
• Serve as the focal point for strategic relationship management, liaising with other areas of the company
• Identify signs of non-renewal risk and refer them to the Sales team
• Identify cross-sell and upsell opportunities during portfolio management and refer them to the Sales team
• Monitor critical tickets and engage Support when necessary, tracking resolution from the customer success perspective
• Bring key customer pain points, needs, and suggestions identified across the portfolio to the Product and Technology teams
• Conduct satisfaction surveys, such as NPS and CSAT, and consolidate the results
• Keep management tools and the CRM up to date, ensuring data quality
• Track the portfolio’s performance indicators and present monthly results to Operations Management

Requirements

• Bachelor’s degree in Business Administration, Information Systems, or a related field
• Previous experience in Customer Success, customer service, relationship management, or customer retention
• Experience in technology companies and/or SaaS solutions
• Experience in the healthcare/hospital sector
• Proficiency in Microsoft Office and/or GSuite
• Strong ability to analyze and monitor performance indicators
• Knowledge of metrics such as Health Score, NPS, and CSAT
• Availability to work in a hybrid model in São Paulo
• Availability to travel
• Postgraduate qualification or additional courses in Customer Success, Product Management, or Customer Experience
• Experience with RD Station and/or Ploomes
• Knowledge of ClickUp or other task management tools
• Experience in technology companies that provide process management platforms
• Knowledge of agile methodologies for project management
• Experience with customer onboarding, implementation, and portfolio management processes
• Experience with portfolio expansion strategies, cross-sell, and upsell

Core Competencies

Demonstrates expertise in managing the full customer lifecycle, including onboarding, training, and post-sale support, while effectively utilizing CRM tools to maintain data integrity and track performance indicators. Proficient in identifying customer needs and opportunities for upselling and cross-selling within the technology and healthcare sectors.

Highest-signal resume keywords

• Customer Success Management
• Performance Indicator Analysis
• SaaS Solutions Experience
• Health Score Knowledge
• Cross-Sell and Upsell Strategies

Hard Skills

• Customer Onboarding
• Portfolio Management
• Implementation Processes
• Data Quality Management
• Performance Tracking

Soft Skills

• Relationship Management
• Analytical Skills
• Communication Skills

Certifications & Qualifications

• Bachelor’s Degree in Business Administration
• Postgraduate Qualification in Customer Success

Industry Keywords

• Healthcare Sector
• Technology Companies
• SaaS
• Customer Retention
• Agile Methodologies

Tools & Technologies

• CRM Software
• Microsoft Office
• GSuite
• RD Station
• Ploomes
• ClickUp