At Fattor, we believe success is built every day through an entrepreneurial spirit, meritocracy, strong relationships, and unwavering focus on the customer. We are seeking a Customer Success Analyst to strategically manage our client portfolio, ensuring retention, operational expansion, and delight in every interaction. If you are analytical, communicative, and passionate about challenges, this role is for you! **Your responsibilities** -------------------------- * Portfolio Management: monitor client health, anticipate risks, and develop retention and expansion plans. * Journey Monitoring: maintain close contact with clients, collect feedback, address critical cases, collaborate with Operations, Finance, and Sales teams, and propose client-centric solutions. * Analysis and Reporting: track KPIs (LT, LTV, Churn, VOP, CSAT, Revenue, Health Score) and deliver actionable insights to management. * Recovery and Delight Visits: engage directly with clients—whether to prevent churn or strengthen and expand strategic relationships. * VOP Expansion: identify growth opportunities and present value-generating alternatives to clients. * Internal Collaboration: work closely with Operations, Finance, and Sales teams to ensure seamless cross-functional processes. * Recency Follow-up: monitor account managers’ client portfolios, enforce deadlines, resolve pending items, and align stakeholders—ensuring no negative impact on clients. * Delight: design and implement initiatives that reinforce trust and deepen relationships with strategic clients. **What we expect from you** --------------------------- * Experience in Customer Success, SDR, Closer, Customer Support, Telemarketing, Sales, or Client Relationship roles (minimum 1 year). * Strong organizational skills and proficiency in Excel and CRM systems, with the ability to transform data into insights. * Data analysis capability and strategic vision for decision-making. * Negotiation skills and emotional intelligence—knowing when to be firm while remaining empathetic. * Willingness to conduct in-person client visits to build close, trusted relationships. ### **Our DNA at Fattor** * Drive for Development: we seek curious, proactive individuals eager to learn and grow alongside Fattor—committed to study, reading, courses, and continuous development. * Entrepreneurial Spirit: autonomy to innovate, propose ideas, and execute them. * Meritocracy: Fattor doubles in size annually; therefore, we seek individuals passionate about new challenges, open to change, accountable for deliverables, and skilled in deadline management. * Relationships: we believe proximity and trust form the foundation of clear, assertive communication. * Customer Focus: our mission is to empower people and businesses—thus, all decisions and actions are guided by their positive impact on the customer. If you believe lasting results stem from strong relationships, constant learning, and customer-centricity, then Fattor is where you belong. Join us and become a protagonist in stories of success!