Customer Success Analyst (Senior)

Description

* ***On-site position in Santo Antônio de Lisboa \- Florianópolis/SC.*** *All our positions are open to candidates with disabilities.* The mission of our Customer Success team is to serve customers with excellence, ensuring they continuously derive value and perceive excellence in their relationship with the company—driving satisfaction, loyalty, and sustainable growth. We seek a strategic, empathetic individual with keen attention to detail, who wishes to grow alongside us and make a difference in our customer relationships. **Key Responsibilities** -------------------------------- * Manage relationships with assigned customers, ensuring close support throughout their entire journey; * Directly manage onboarding for new customers, leading kickoff meetings, operational alignment sessions, and implementation follow-up; * Develop retention, engagement, and value-generation strategies, ensuring proper adoption of Seventh solutions; * Identify churn risks, operational issues, and opportunities for improvement in customer relationships; * Conduct consultative account monitoring, fostering continuous engagement and strengthening relationships; * Serve as the liaison between customers and internal teams—including Support, Implementation, Product, Sales, and Finance; * Handle customer complaints, escalations, and dissatisfaction cases; * Support cancellation analyses and strategically drive reversal and retention efforts; * Ensure portfolio information is organized and up-to-date in the CRM; * Contribute to the development and continuous improvement of Customer Success, onboarding, and customer experience processes; * Create support materials, communications, and guidance for both internal and external customers; * Monitor portfolio metrics to inform retention, satisfaction, and base-growth initiatives. **Prerequisites** ------------------- * Prior experience in Customer Success, customer relationship management, or portfolio management; * Experience with CRM systems and customer tracking tools; * Strong verbal and written communication skills; * Ability to lead meetings and handle customer discussions effectively; * Analytical, organized mindset with strong prioritization skills; * Intermediate proficiency in Microsoft Office. **Preferred Qualifications** ---------------- * Familiarity with the Electronic Security market; * Knowledge of Seventh solutions; * Understanding of alarm control panels, access control, and monitoring systems; * Experience with software onboarding and implementation; * Spanish language proficiency; * Hands-on experience with HubSpot; * Background in SaaS or technology companies. Interested? \#**JoinOurTeam** \#**TogetherWeAreGiant**