Description: * Knowledge of best practices in Customer Success and B2B relationship management; * Analytical ability to interpret data and metrics; * Empathetic, clear, and solution-oriented communication; * Organizational skills and ability to strategically manage a customer portfolio; * Investigative and proactive profile, with a consulting mindset and focus on value retention. Preferred Qualifications * Experience with CRM tools and ticketing systems (e.g., Zendesk); * Experience in SaaS or educational environments; * Familiarity with satisfaction and retention metrics (CSAT, NPS, Health Score). * Serve as the primary point of contact for schools within your portfolio, ensuring a positive and value-generating journey; * Manage the entire demand lifecycle—from initial contact through resolution—ensuring clear, empathetic, and proactive communication; * Conduct multichannel support and interactions (tickets, WhatsApp, email, phone), always focused on strategic resolution and relationship strengthening; * Monitor metrics such as CSAT, NPS, Health Score, response time, and retention rate, taking preventive action in at-risk cases; * Analyze school usage and engagement data to identify opportunities for expansion, reactivation, and improved experience; * Maintain up-to-date CRM and Zendesk records, ensuring consistent and traceable logging of all interactions; * Structure and share strategic customer feedback with partner teams, contributing to the company’s continuous improvement; * Actively participate in operational review rituals and continuous improvement initiatives. 2512200202551823437