Junior/Professional Customer Success Analyst

Description

Job Summary: We are seeking a Customer Success Analyst to join an environmental technology SaaS company, guiding the customer journey, ensuring efficient implementation and retention. Key Highlights: 1. Work at a SaaS technology company focused on environmental management 2. Lead the customer's entire initial journey, from onboarding to retention 3. Develop close and strategic relationships with customers JOYn RH is a recruitment consultancy specializing in talent acquisition; we hire top-tier professionals for our clients across Brazil and globally. **About the Role:** We are looking for a Customer Success Analyst to work at a SaaS technology company focused on environmental management solutions. This professional will be responsible for leading the customer’s entire initial journey, ensuring efficient implementation, high engagement levels, and retention, while strategically contributing to the evolution of the customer experience and identifying account growth opportunities. **Key Responsibilities Include:** Onboarding and Implementation Conduct kick\-off meetings with new customers to initiate implementation Deliver technical training on the platform Ensure customers rapidly begin using the platform, including project registration and report generation Develop support materials (videos and tutorials) as needed Monitoring and Adoption Track platform usage and customer engagement Analyze adoption metrics and identify improvement opportunities Identify technical bottlenecks and propose proactive solutions Account Management Develop close relationships with customers (environmental consultants) Drive retention and loyalty within the customer base Identify upsell opportunities and refer them to the sales team Manage the customer journey via CRM (Hubspot) Feedback and Continuous Improvement Log tickets and suggest improvements based on customer usage Identify satisfied customers for case study development Support optimization of the onboarding workflow Analysis and Optimization Analyze support and satisfaction data (NPS) Propose continuous improvements to the customer experience Requirements: * Experience in Customer Success within SaaS companies * Experience with onboarding, retention, and B2B account management * Knowledge of CS metrics (Churn, Health Score, Adoption) * Experience with CRM systems (Hubspot preferred) * Strong communication and training skills * Organizational skills to manage multiple customers simultaneously * Ongoing or completed undergraduate degree in Environmental Management, Engineering, Business Administration, or related fields **Preferred Qualifications** * Experience serving clients in the environmental sector * Experience working at SaaS technology companies * Analytical and data-driven mindset * Proactive in identifying improvements * Experience creating training materials Benefits Environment and Well\-being * Collaborative and dynamic work environment * Culture centered on innovation and continuous improvement ️ Food and Transportation * Transportation Allowance * Meal Voucher (iFood): R$ 700.00 ️ Partner restaurants offering exclusive discounts Health and Quality of Life * Life insurance * Bradesco Health Plan (no co-payment) * SESC Membership (fitness, leisure, and health activities) * SESI Pharmacy Partnership offering medication discounts