CUSTOMER SUCCESS ANALYST

Description

Job Summary: We are seeking a Mid-level Customer Success Analyst with a strategic and consultative profile to manage mid-market and enterprise portfolios, ensuring retention and expansion. Key Highlights: 1. Strategic and consultative Customer Success B2B engagement 2. Mid-market/enterprise portfolio management with a focus on ROI 3. Building long-term, value-driven relationships We are **Irrah Tech**, a technology company with over 20 years of experience developing innovative solutions that drive business growth in Brazil and worldwide. We specialize in digital transformation, creating intelligent, scalable, and secure tools that help companies achieve their full potential. **Who We’re Looking For** We seek a Mid-level Customer Success Analyst with a strategic and consultative mindset, who enjoys building long-term relationships and transforming technology adoption into tangible business outcomes. If you enjoy managing mid\-market and enterprise portfolios, engaging with multiple stakeholders, guiding clients with governance, predictability, and value focus (ROI), and acting as the bridge between client and organization, this role is for you. **Role Description** Strategically and consultatively manage a mid\-market and enterprise client portfolio to ensure retention, expansion, and measurable value generation—translating ecosystem adoption into business outcomes (ROI) through governance, predictability, and alignment between client and organization. * Manage an enterprise client portfolio with multiple stakeholders and executive sponsors. * Conduct consultative relationship management, aligning expectations, priorities, and delivered value. * Clearly separate the scope of Customer Success from Support, escalating to Support whenever issues are technical or operational. * Translate ecosystem adoption into value metrics (ROI, CAC/LTV, payback, efficiency, conversion). * Identify risk signals (usage, tickets, financials, relationship) and build preventive retention plans. * Lead expectation renegotiation, account recovery, and churn mitigation. * Identify value-oriented cross\-sell and upsell opportunities in partnership with the Sales team. * Build and execute expansion plans grounded in real impact for the client. * Develop, execute, and maintain a customized Success Plan per client. * Lead QBRs/MBRs, ensuring clear agendas, decisions, next steps, and formal documentation. * Maintain a structured cadence of check\-ins and executive follow-ups. * Design and operate communication sequences and automations for broad-base coverage (low/tech touch), enabling scale without loss of control. * Orchestrate interfaces with UNEPs, Support, Product, Finance, and Sales—without centralizing execution. * Serve as a strategic alignment point, ensuring seamless cross-functional collaboration. * Lead difficult meetings, align expectations, and say “no” with viable alternatives. * Formalize agreements, decisions, and commitments. * Maintain impeccable CRM records and historical logs (decisions, risks, plans, and commitments). **Education / Experience** 3–6+ years of experience in Customer Success, Account Management, or B2B Consulting. * Retention and renewals * Expansion (cross/upsell) * Churn and risk management * QBR/MBR with strategic accounts * Strong analytical capability: creation and interpretation of account health dashboards. * Familiarity with digital ecosystems and performance terminology (funnel, CRM, automation, paid media—without hands-on operation). * Advanced CRM usage (HubSpot, Salesforce, or similar), spreadsheets, and executive presentations. **Mandatory Requirements** * Mid-market/enterprise portfolio management with multiple stakeholders and executive sponsors. * Proven experience in value management and ROI (CAC/LTV, payback, efficiency, conversion). * Demonstrated experience in retention, risk management, and account recovery. * Experience in expansion (cross/upsell) in partnership with Sales. * Leading QBR/MBR with strategic clients. * Building and operating CS automation sequences. * Executive communication and facilitation of critical meetings. * Rigorous CRM documentation discipline. * Autonomous work with clear standards and prioritization.