Customer Success Analyst – Small and Mid-Sized Accounts

Jobtailor; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Jobtailor in Brazil is seeking a Customer Success Manager to own the post-implementation journey for a portfolio of about 150 small businesses, ensuring adoption, retention, and value.

You will partner with Sales, Finance, and Legal, analyze data, and design engagement plans to drive NPS and CSAT while expanding usage of the platform.

Strong communication, data-driven mindset, and experience with Salesforce are required; Low-Touch models and SaaS familiarity preferred.

Qualificações

• Experience in Customer Success or B2B service managing a high-volume portfolio.
• Strong data-driven mindset with ability to identify patterns across customers.
• Proficiency with CS CRM tools (preferably Salesforce) and journey management.
• Experience with cancellation reversals and retaining at-risk clients.

Responsabilidades

• Own post-implementation journey for ~150 small businesses.
• Act as consultative partner to maximize value from Gupy solutions.
• Lead regular communications and strategic meetings along the engagement path.
• Promote platform usage and build trusted customer relationships.
• Collaborate with Sales, Finance, and Legal to improve CS processes.

Conhecimentos

Customer Success

Data Analysis

Salesforce

Journey Management

Retention Strategy

Ferramentas

Automation Tools

Analytics Software

Descrição da oferta de emprego

• Manage a portfolio of approximately 150 small businesses (up to 200 employees), taking ownership of the entire post-implementation journey: engagement, ongoing success management, expansion, and cancellation reversals.
• Act as a consultative and strategic partner to ensure each customer derives maximum value from Gupy’s solutions, strengthening retention, adoption, and revenue growth.
• Conduct regular communications and strategic meetings according to the customer engagement journey, ensuring proactive follow-up and a focus on tangible results.
• Represent Gupy in building trusted relationships, promoting the efficient and continuous use of the platform.
• Understand customers’ Recruiting & Selection and Onboarding processes, analyzing data and proposing improvements that increase efficiency and performance.
• Develop success and engagement plans that demonstrate value and connect Gupy usage to strategic HR and business objectives.
• Partner with internal teams such as Sales, Finance, and Legal to ensure a seamless customer experience and identify opportunities for continuous improvement.
• Contribute to the evolution of CS processes by proposing solutions that make the model more scalable, agile, and sustainable.

Requirements

• Previous experience in Customer Success or B2B customer service, with a focus on managing a high-volume customer portfolio at scale (automated and segmented routines).
• Strong analytical and data-driven mindset, with the ability to stratify information and identify behavioral patterns across the customer base (adoption, engagement, risk, and expansion).
• Proficiency with CS CRM tools (preferably Salesforce), communication automation, and journey management (cadences, health scores, and triggers).
• Negotiation and problem-solving skills, including experience with cancellation reversals and retaining at-risk customers.
• Exceptional organizational and time-management skills, with the ability to balance multiple simultaneous demands and prioritize high-impact customers.
• Ability to turn data into action by developing success plans, campaigns, and segmented communications that increase adoption and retention.
• Emotional intelligence and empathy, essential for working closely and humanely with customers from different backgrounds and in diverse contexts.
• Understanding of CS metrics such as NPS, CSAT, health scores, platform engagement, and SLAs, with a focus on continuously improving the customer experience.
• Experience with Low-Touch service models and automated journey management.
• Experience with contract-related processes and direct interaction with Sales, Finance, and Legal teams.
• Knowledge of learning and engagement techniques, including webinars, tutorials, and scalable content.
• Familiarity with the technology, startup, and SaaS markets, particularly in a B2B context.

Core Competencies

Demonstrates expertise in managing customer success initiatives, focusing on retention, engagement, and data-driven decision-making. Proficient in utilizing CRM tools and understanding key customer success metrics to enhance the customer experience.

Highest-signal resume keywords

• Customer Success Management
• Data Analysis and Behavioral Pattern Identification
• Salesforce Proficiency
• Negotiation and Problem-Solving Skills
• Understanding of CS Metrics

Hard Skills

• Customer Success Management
• Data Analysis
• CRM Tools Proficiency
• Journey Management
• Contract Management
• Success Plan Development
• Engagement Techniques
• Automation Skills
• Retention Strategies
• B2B Customer Service

Soft Skills

• Emotional Intelligence
• Empathy
• Organizational Skills
• Time Management
• Communication Skills

Industry Keywords

• B2B
• SaaS
• Customer Experience
• Retention
• Engagement
• NPS
• CSAT
• Low-Touch Service Models
• Startup Environment
• Recruiting and Selection Processes

Tools & Technologies

• Salesforce
• Communication Automation Tools
• Customer Engagement Platforms
• Health Score Management Tools
• Analytics Software