**JOB IDENTIFICATION** * Position: Customer Success Analyst * Schedule: 8:30 AM to 5:30 PM, Monday to Friday * Location: On-site in Nova Friburgo-RJ * Department: Customer Success/Post-Sales * Direct Reporting: Post-Sales Directorate * Interfaces: Technical Support, Sales, Finance, Product * Availability for travel **JOB PURPOSE** Ensure customers derive real and continuous value from the contracted solution, promoting retention, satisfaction, and portfolio growth through active, disciplined, and results-oriented monitoring. The Customer Success Analyst acts as the relationship manager, responsible for preventing cancellations, guiding proper product usage, and sustaining recurring revenue growth. **RESPONSIBILITIES AND DUTIES** * Actively manage the customer portfolio under your responsibility * Conduct onboarding processes according to internal guidelines * Monitor customer health indicators (Health Score) * Identify churn risks and execute preventive action plans * Hold periodic review and alignment meetings * Guide customers on best practices for using the solution * Record all interactions, risks, and actions in the department’s official tracking tool * Serve as the liaison between the customer and internal departments * Collect structured feedback and report to leadership * Support contract expansion opportunities, where applicable **AUTHORITY AND DECISION-MAKING** * Prioritize support requests within your portfolio * Define action plans for at-risk customers * Escalate critical cases to leadership * Suggest renegotiations within established policies * Recommend process adjustments based on portfolio data **REQUIRED TECHNICAL COMPETENCIES** * Knowledge of Customer Success concepts * Proficiency in metrics such as churn, retention, NPS, and LTV (customer lifetime value) * Ability to analyze data and interpret reports * Proper use of departmental tools for recording and documentation * Clear and concise communication * Portfolio organization and management * Solid experience in the Telecommunications sector **BEHAVIORAL COMPETENCIES** * Sense of responsibility and commitment * Proactivity in identifying risks * Discipline in following processes * Professional and firm stance with customers * Active listening and guidance capability * Consistency in delivering results **JOB REQUIREMENTS** * Completed or ongoing undergraduate degree * Prior experience in customer service, relationship management, or Customer Success * Knowledge of business metrics * Analytical, organized, and results-oriented profile * Experience in the telecommunications sector Job type: Full-time, Permanent CLT Salary: R$1.518,00 – R$2.500,00 per month Benefits: * Health insurance * Company mobile phone * Meal allowance * Transportation allowance Work location: On-site