Job Summary: As a Customer Success Analyst at AutoForce, you play a pivotal role in revolutionizing car sales in Brazil by delivering exceptional customer service and identifying expansion opportunities within a dynamic and supportive environment. Key Highlights: 1. Accelerate your career and transform the automotive industry with technology 2. Be part of a rapidly growing startup 3. A welcoming, dynamic environment full of opportunities for professional development **Ready to accelerate your career and transform the automotive industry with technology?** ------------------------------------------------------------------------------- If you're passionate about innovation, believe in the power of teamwork, and want to join a rapidly growing startup, **this role is for you!** At AutoForce, we build solutions that are transforming how cars are sold and purchased across Brazil. As a leading martech company in the automotive sector, we serve major groups such as **Stellantis**, as well as dealerships, used-car retailers, and manufacturers nationwide. To ensure every client fully leverages this potential, the **Customer Success Analyst** is a key player. Your mission will be to deliver outstanding support throughout the entire customer journey—resolving questions, analyzing platform data, and suggesting improvements to make our solutions increasingly efficient and strategic. You’ll also collaborate closely with the Sales team to identify **opportunities for portfolio expansion**, contributing directly to both our clients’ growth and AutoForce’s. If you’re **intrapreneurial, curious, proactive**, and eager to learn, you’ll find here a **welcoming, dynamic environment full of opportunities for professional development**. **Join us and become a Racer!** -------------------------------------------------- **Responsibilities and Duties** **Responsibilities and Duties:** ------------------------------------ * Retain customers sustainably; * Manage a customer portfolio according to the segmentation defined by the company; * Actively engage in post-sales activities to ensure continuity and quality of the relationship; * Guide and instruct customers on optimal use of the product/service; * Monitor engagement and solution usage, proactively addressing cases of low adoption; * Identify early warning signs of cancellation (churn) and take proactive retention actions; * Conduct ongoing follow-ups to ensure customer satisfaction and success; * Listen, record, and act upon complaints, resolving them swiftly and systematically; * Log interactions and relevant information in Pipedrive; * Escalate technical or critical requests to the responsible teams, tracking resolution to completion; * Collect structured customer feedback and share insights with internal departments; * Identify expansion opportunities and route them to the commercial team when applicable; * Serve as the liaison between customers and the company, ensuring alignment and clarity in communication; * Implement active incentives to increase base revenue through upsell and cross-sell; * Oversee the entire customer success journey; * Deliver strategic product demonstrations to customers; **Requirements and Qualifications** **Hard skills:** ---------------- * Experience in customer service and post-sales portfolio management; * Basic knowledge of Customer Success metrics (retention, churn, NPS, engagement); * Ability to monitor customer usage and behavior within systems/platforms; * Intermediate spreadsheet proficiency for portfolio tracking and KPI monitoring; * Experience with digital tools and SaaS platforms; * Process organization, documentation, and SLA tracking; * Proficiency in Google Workspace, including Gmail, Calendar, Docs, Sheets, Slides, and Drive; * Data and metric analysis (Google Analytics, Google Data Studio/Power BI); * Digital marketing and online advertising (Google Ads/Facebook Ads, SEO). **Soft skills:** ---------------- * Empathy and active listening; * Clear, concise verbal and written communication; * Proactive problem-solving; * Strong organizational and portfolio/priority management skills; * Customer-centric mindset and focus on experience; * Emotional intelligence to handle conflict and high-pressure situations; * Ability to learn and use digital tools (CRM, internal systems, platforms); * Negotiation skills; * Solution-oriented mindset; * Collaborative attitude and strong teamwork abilities; * Calmness and grace when resolving problems and conflicts; * Time management and deadline adherence; **Nice-to-have:** ----------------- * Prior experience as a Customer Success professional in a SaaS company; * Familiarity with BI tools (Power BI, Looker Studio, or similar); * Experience with retention and at-risk account recovery strategies; * Experience analyzing customer behavioral data; * Background in technology, marketing, or strategic planning; * Prior experience in the automotive industry; * Experience with automation tools or customer management platforms. **Additional Information** **Additional Information** ------------------------- * On-site work model in Natal/RN; * CLT employment contract. * Mobility allowance * Meal and food vouchers (Flash) * Wellness allowance * Moodar — online therapy; * Wellhub/Gympass; * Alura; * Birthday day off. * SESC partnership **So, shall we accelerate together?** -------------------------------- **Apply now and join the AutoForce team!** ---------------------------------------------------------- This means we **develop marketing and sales technology**. We are Brazil’s **first martech**, 100% specialized in holistically understanding the vehicle purchase journey. **We operate with a team of over 60 Racers**, helping top economic groups and vehicle brands reach the sales podium. **Our mission is to drive Digital Transformation in the automotive industry**, leveraging technologies, processes, and business models that generate greater value and innovation for our clients.
João Silva
Indeed · HR
João Silva
Indeed · HR
