Customer Success Analyst II

Description

Job Summary: As a Senior Customer Success Analyst, you will serve as the strategic right hand to major carriers, ensuring our technology translates into operational and financial results. Key Highlights: 1. Strategic management of carrier portfolios and primary advisor. 2. Data Culture: Monitor vital KPIs and translate them into action plans. 3. Growth Focus: Identify upsell and cross-sell triggers. Hey, come meet Gobrax! Today we are the top fleet management company for connected fleets in Latin America—and we aim to become the best in the world. At Gobrax, we are driven by customer obsession, act with attitude, simplicity, and speed, always guided by data and the power of sharing. ✨ **Your mission at Gobrax:** At Gobrax, we believe our customers’ success fuels our growth. As a Senior Customer Success Analyst, you will be the strategic right hand to major carriers, ensuring our technology delivers operational and financial results for them. If you love data, breathe strategy, and know how to build trusted relationships, this is where you belong. **Your day-to-day responsibilities:** * Strategic Management: Manage a select portfolio of carriers, acting as their primary client advisor; * Data Culture: Monitor vital KPIs (Churn, NPS, Health Score, LTV) and translate\-them into action plans that ensure portfolio health; * Value Partnership: Lead executive-level performance review meetings, presenting diagnostics and recommending operational improvements for clients; * Growth Focus: Identify upsell and cross\-sell triggers, aligning new Gobrax solutions with clients’ pain points; * Voice of the Customer: Collaborate with Product and Operations teams to ensure field feedback directly informs our innovations. **What we’re looking for:** **Education:** Bachelor’s degree completed in Administration, Logistics, Engineering, Marketing, Commercial Management, or related fields. **Knowledge and Skills:** * B2B Customer Success experience: Proven track record managing accounts or in Customer Success, preferably within technology companies (SaaS); * Analytical Profile: Ability to transform complex data into clear action plans and executive presentations; * Communication and Negotiation: Skill in engaging stakeholders across all levels (from operational staff to C\-Level executives) and facilitating high-level meetings; * Crisis Management: Resilience and strategic thinking to navigate risk situations and reverse cancellation scenarios (churn); * Tools: Proficiency in CRMs and Customer Success management tools (e.g., Gainsight, Totango, SenseData, or similar). **Desirable (not mandatory):** * Industry Experience: Prior experience in logistics, freight transportation, or fleet management; * Specialization: Postgraduate studies or specific courses in Customer Experience (CX), Customer Success, or Data Analytics; * Embedded Technology: Familiarity with telematics solutions or complex operational management software. **Gobrax Benefits** Flexible Benefits — Caju Flexible allowance \+ meal voucher on a single card. Performance Bonus. Health Insurance — Unimed Affordable monthly premium \+ co-payment. Dental Insurance — DentalUni Affordable monthly premium and extensive provider network. Transportation Voucher *or* Fuel Reimbursement (option with 6% payroll deduction) ️‍ ️ WellHub (Gympass) Access to wellness platform, gyms, and health services. Zenklub Emotional wellness platform offering psychological support and wellbeing content. ️ SESC Membership Discounts and benefits across multiple units and services. Gobrax Academy Learning paths for technical, behavioral, and leadership development. Extended Maternity and Paternity Leave ️ Life Insurance — MetLife Fresh fruit during work hours Happy Hour every Friday **Our Culture** At Gobrax, we are driven by customer obsession—always striving to deliver value and delight in simple, efficient ways. We act with attitude, responsibility, and ownership—no excuses, with courage to make things happen. We don’t overcomplicate. Here, things are resolved lightly, objectively, and transparently. We are guided by data, which directs our choices and decisions, always seeking the best solutions. We value intentional speed—acting quickly, yet with focus and clarity on the impact of our actions. We believe sharing accelerates progress—knowledge, feedback, learnings, and achievements are integral to our collective journey. We cherish a healthy, welcoming environment built on genuine relationships. Here, every voice is heard, victories are celebrated, and we grow together. We lead by example, celebrate each person’s success, and never stop learning. Join us as a **Gobraxer**!