Pessoa Analista de Customer Success Jr

Accountabilities: Manage a portfolio of customers during onboarding through implementation channels, monitoring progress, engagement, adoption, and potential risks. Use data, automation, CRM information, and AI-enabled tools to prioritize customer interactions and operate the portfolio efficiently at scale. Support customer retention and value generation by identifying churn risks, conducting negotiations, and developing action plans with customers, partners, and internal teams. Support implementation partners by providing guidance on priorities, best practices, and actions required to improve project execution and customer success. Process customer reductions, suspensions, and cancellations while ensuring compliance with established procedures, deadlines, records, and approval workflows. Monitor customer indicators and action plans, ensuring appropriate follow-up and proactive communication. Collaborate with internal and external stakeholders to resolve issues, align expectations, and improve the customer journey. Explore and apply new technologies, particularly AI-based solutions, to improve processes, customer experiences, and business outcomes. Requirements Previous experience in Customer Success, Customer Onboarding, customer service, or a related customer-facing role, preferably within a SaaS environment. Experience with the relevant SaaS platform and its functionalities is desirable. Strong analytical and organizational skills, with the ability to work with CRM systems, performance indicators, customer portfolios, prioritization, and action plans. Proactive, results-oriented approach with autonomy and discipline in executing operational processes. Strong communication, negotiation, and relationship-building skills, particularly when managing customer risks, retention situations, and stakeholder alignment. Ability to manage multiple priorities while maintaining accurate records and consistent follow-up. Familiarity with or genuine interest in Artificial Intelligence, including AI tools, applications, and concepts. Curiosity and a digital mindset, with an interest in understanding how emerging technologies can transform processes, customer experiences, and results. Benefits 100% remote work within Brazil. Meal or food allowance. Health and dental insurance. Home office allowance. Profit Sharing Program. Home office setup voucher. Life insurance. Birthday day off. Access to GoGood and Conexa wellness and support services. Health and well-being programs. Partnerships and discounts. Inclusive environment focused on diversity, collaboration, learning, and professional development.