Senior Customer Success Analyst

Description

Job Summary: Take a consultative and strategic approach to managing your client portfolio, maximizing value delivery, retention, and growth while ensuring a positive customer experience and identifying opportunities. Key Highlights: 1. Consultative and strategic client management. 2. Professional growth opportunities. 3. Dynamic environment and collaborative team. **Who We Are?** **We are Gabster** At Gabster, our purpose goes beyond business. We are a high-impact scale-up transforming the renovation, construction, and decoration industry. We have created a new way to design, sell, and produce customized environments—efficiently. We combine technology, training, and a revolutionary work methodology that simplifies professional life for architects, designers, and project specialists. **Your Mission Will Be:** To act consultatively and strategically in managing your client portfolio, maximizing value delivery, client retention, and growth. To be a key driver in building the customer success journey—providing insights, improvements, and expanding relationships. To ensure a positive customer experience from onboarding through ongoing engagement, acting as the strategic focal point for engagement, retention, and results expansion via the Gabster platform. The CSM Analyst must ensure clients achieve value from the solution, reduce churn, increase satisfaction (CSAT and NPS), and identify growth opportunities within the client base. **If you wish to be part of this transformation, you will be responsible for:** * **Conducting regular client review meetings**, guiding clients on best practices, ensuring correct use of solutions, and continuously reinforcing value delivery. * **Managing onboarding for new clients**, guaranteeing an initial experience that is smooth, clear, and aligned with expectations. * **Managing your client portfolio with a consultative mindset**, building strong relationships and deeply understanding diverse client profiles and needs. * **Proactively monitoring portfolio health metrics**, anticipating risks and identifying opportunities for enhanced usage and improvement. * **Preventing churn**, executing strategic retention initiatives, and **reversing potential cancellations** when necessary. * **Identifying and pursuing upsell, cross\-sell, and expansion opportunities**, aligning client needs with solutions that amplify their outcomes. **To Be Selected, You Must Have:** * Completed or ongoing undergraduate degree in Business Administration, Commercial Management, Communications, Marketing, or related fields. * Prior experience in consultative support, customer success, client relationship management, or SaaS solution implementation. * Client relationship management (Customer Success Management). * Consultative communication techniques and portfolio management. * CRM tools (HubSpot or similar). * Results orientation and customer experience focus. * Clear, empathetic, and persuasive communication. * Organization and discipline in information recording. * Analytical ability to identify risks and propose solutions. * Teamwork and alignment with internal departments **Why Work With Us?** ✨ **Dynamic Environment:** Work in a space that inspires creativity and innovation. ✨ **Professional Growth:** We offer real opportunities for development and career progression. ✨ **Collaborative Team:** Join a team that values your ideas and fosters collaboration. **And More Benefits:** ✨ TotalPass ✨ WellHub ✨ Ifood Benefícios Flex ✨ Club Ifood ✨ StarBem ✨ Avus Saúde **Work Location: On-site position in São Leopoldo – RS**