Description: Requirements* Education: Bachelor's degree in Administration, Marketing, Public Relations, IT, Engineering, or related fields. * Experience: Minimum of 1 year as an analyst in areas related to customer experience. * Technical knowledge: Prior experience in Customer Success or related areas (Support, Customer Service, Account Management). * Ability to manage multiple customers with quality and a results-oriented focus. * Experience with CS tools (Gainsight, Totango, Zendesk) and CRM systems (Salesforce, HubSpot). * Analytical capability to interpret data and generate actionable insights. * Knowledge of Customer Experience (CX) practices and retention techniques. * Familiarity with SaaS models and the customer lifecycle. Advantages* Certification in Customer Success or Customer Relationship Management. * Experience with CS methodologies, Customer Journey Mapping, and Playbook development. * Hands-on experience implementing processes focused on customer retention and account expansion. * Interactions with customers, ensuring clear communication with involved teams. Behavioral Skills * Customer obsession * Ownership mindset * Clear and concise communication * Organization and time management * Collaborative work * Engagement * Results orientation * Analytical ability * Problem-solving * Adaptability Responsibilities* Achieve key CS metrics defined by leadership, such as Net Revenue Retention (NRR) and Churn Rate. * Manage a customer portfolio, building strong relationships and delivering continuous value. * Proactively prevent churn by identifying risks and offering solutions before disengagement occurs. * Identify and execute upsell and cross-sell strategies to expand accounts and ensure portfolio growth. * Collect feedback and collaborate with internal teams for continuous improvement. * Define, track, and report on success KPIs (retention, NPS, engagement, feature adoption). * Develop customized action plans to ensure customer progress. * Maintain updated reports and documentation regarding customer progress and interactions. 2512030202191235470