Senior Customer Success Analyst

Description

Job Summary: Work consultatively and strategically in managing the client portfolio, maximizing value delivery, client retention, and growth, while taking the lead in building the success journey. Key Highlights: 1. Consultative and strategic involvement in client portfolio management 2. Taking the lead in building the customer’s success journey 3. Opportunities for professional development and career advancement **Who are we?** **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’ve created a new way to design, sell, and produce customized environments—efficiently. We combine technology, training, and a revolutionary work methodology that simplifies the professional lives of architects, designers, and project planners. **Your mission will be:** To work consultatively and strategically in managing the client portfolio, maximizing value delivery, retention, and growth. To take the lead in building the success journey by providing insights, improvements, and relationship expansion. To ensure a positive customer experience from onboarding through ongoing engagement, serving as the strategic focal point for engagement, retention, and results expansion via the Gabster platform. The CSM Analyst must ensure clients realize 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’ll 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**, ensuring an initial experience that is smooth, clear, and aligned with expectations. * **Managing the client portfolio** with a consultative mindset—building strong relationships and deeply understanding diverse client profiles and needs. * **Proactively monitoring portfolio health indicators**, anticipating risks and identifying opportunities for usage evolution and improvement. * **Preventing churn**, executing strategic retention actions, and **reversing potential cancellations** when necessary. * **Identifying and driving upsell, cross\-sell, and expansion opportunities**, aligning client needs with solutions that enhance their outcomes. **Requirements to be selected:** * 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. * Organized and disciplined information recording. * Analytical capability to identify risks and propose solutions. * Team collaboration 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 advancement. ✨ **Collaborative Team:** Join a team that values your ideas and fosters collaboration. **And more benefits:** ✨ TotalPass ✨ WellHub ✨ Ifood Flexible Benefits ✨ Club Ifood ✨ StarBem ✨ Avus Saúde **Work location: On-site position in São Leopoldo – RS**