Mid Customer Success Analyst

Netvagas; São Paulo; Presencial; BRL 90 000 - 140 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Profit Sharing

Health and Dental Plan

Flexible Benefit

Flexible Hours

Office massages/manicure

TotalPass

Mental health support

Birthday day off

Parental leave extension

Childcare assistance

Professional development support

Culture and well-being

Resumo da oferta

Netvagas is seeking a Customer Success Analyst to partner with Enterprise clients after go-live, driving adoption and value realization for data analytics and AI/ML solutions. The role emphasizes translating technical measures into measurable business impact and coordinating with engineering, product, and sales teams.

The ideal candidate blends strong relationship skills with analytical and consultative capabilities, working across operational and technical domains to ensure renewals,

Qualificações

• Bachelor’s degree in Engineering, IT, or related field.
• Experience in Customer Success, TAM, Service Management, or Enterprise Account Management.

Responsabilidades

• Act as a point of contact for Enterprise customers during sustaining and post go-live phases.
• Sustain customer relationships, expectations, priorities, and ongoing strategic initiatives.
• Ensure continuous adoption and long-term value realization of Shape Digital solutions.
• Conduct executive, technical, and operational follow-up meetings.
• Support QBRs and EBRs, translating indicators into business outcomes.
• Monitor health metrics like CSAT, NPS, Health Score, adoption, engagement, and churn risk.

Conhecimentos

Customer relationship management

Analytical mindset

Excellent communication

Stakeholder management

English proficiency

Consultative mindset

Technical understanding

Cross-functional collaboration

Formação académica

Bachelor’s degree in Engineering

Bachelor’s degree in Information Technology

Bachelor’s degree in Business Administration

Ferramentas

OPC / PI System

AI/ML platforms

ITIL knowledge

Descrição da oferta de emprego

A Customer Success Analyst conducts follow-ups, analysis, and consultative initiatives to act as a strategic partner for Enterprise customers during the post-implementation and sustaining phases of the customer journey

This professional will be responsible for driving continuous adoption, customer satisfaction, retention, expansion opportunities, and long-term value realization for enterprise B2B software solutions focused on data analytics, AI/ML, reliability, and Industry 4.0 initiatives.

The ideal candidate combines strong customer relationship management skills, operational and technical understanding, and a consultative mindset capable of translating complex technical scenarios into measurable business outcomes.

Responsibilities:

• Act as point of contact for Enterprise customers during sustaining and post go-live phases;
• Sustain customer relationships, expectations, priorities, and ongoing strategic initiatives;
• Ensure continuous adoption and long-term value realization of Shape Digital solutions;
• Conduct executive, technical, and operational follow-up meetings;
• Support in QBRs (Quarterly Business Reviews) and EBRs (Executive Business Reviews), translating technical indicators into clear business outcomes;
• Monitor and proactively manage customer health indicators such as CSAT, NPS, Health Score, adoption, engagement, and churn risks;
• Develop and execute customer success plans, mitigation plans, and continuous improvement initiatives;
• Coordinate recurring demands, incidents, escalations, and enhancement initiatives with Engineering, Product, Data, and Support teams;
• Partner with Sales teams on renewals, expansion, cross-sell, and upsell opportunities;
• Act as the voice of the customer, contributing to product evolution, reliability, and service quality improvements;
• Support customer follow-ups, and operational maturity initiatives;
• Build strong relationships with both technical and executive stakeholders;
• Drive customer-centric initiatives focused on operational excellence and measurable business impact.

Requirements

• Bachelor’s degree in Engineering, Information Technology, Business Administration, or related fields;
• Proven experience in Customer Success, Technical Account Management (TAM), Service Management, Enterprise Account Management, or related roles;
• Experience with Enterprise B2B Software solutions in industrial environments;
• Hands-on experience managing customer sustainment, long-term customer relationships, and recurring revenue models;
• Strong ability to engage with technical teams and translate technical complexity into business value;
• Experience working with cross-functional teams including Engineering, Data, Product, and Sales;
• Excellent communication, stakeholder management, and consultative skills;
• Analytical mindset with strong problem-solving capabilities;
• Experience managing action plans, escalations, incidents, and continuous improvement initiatives;
• Intermediate or advanced English proficiency;

Nice-to-have (plus):

• Background in industrial operations, maintenance, asset reliability, or industrial engineering;
• Experience in Oil & Gas, Energy, Mining, Manufacturing, or other asset-intensive industries;
• Familiarity with Industry 4.0 concepts, AI/ML applications, predictive maintenance, PIMS, OPC, or PI System;
• Knowledge of ITIL, service management, or operational excellence methodologies;
• Experience with Customer Success metrics such as NPS, CSAT, churn, Health Score, adoption, and NRR.
• PPR (Profit Sharing): Possibility of extra compensation based on the company’s results, according to your performance.
• Health and Dental Plan: To ensure your care and well-being!
• Flexible Benefit: Receive an amount that can be used according to your needs, including food, transportation, education, culture, and health. You decide how to use it!
• Flexible Hours: Work at the best time for you and have a better quality of life.
• Massages and Manicure in the Office: So you can relax and feel good about yourself.
• TotalPass: To keep your health in check and take care of your body.
• Zenklub: Access to mental health and emotional well-being support.
• Inclusive Environment: We value diversity and always strive to create a space where everyone can be authentic, respected, and feel part of something bigger.
• Day off in Your Birthday Month: A day off in your birthday month to celebrate in any way you prefer
• Extended Maternity/Paternity Leave: So you can enjoy this important time with your family, with peace of mind that your professional life will remain well-supported.
• Childcare Assistance: To support you with the care of your young children.
• Continuous Individualized Development Support: We offer support for your professional growth, respecting your personal needs and goals.
• Culture and Well-being: We create an environment that values mental health, work-life balance, and encourages connection with culture.

The benefits provided with this position are not deducted from your paycheck!

Mid customer success analyst SAO PAULO, SP, BR