Customer Success Analyst

Description

Job Summary: Customer Success Analyst to structure, monitor, and evolve the customer journey, ensuring retention, engagement, and revenue expansion. Key Highlights: 1. Manage the customer portfolio and serve as the primary point of contact for relationship management. 2. Monitor success metrics and take action to retain customers. 3. Identify upsell and cross-sell opportunities in collaboration with the Commercial team. We are seeking a **Customer Success Analyst** in **Uberlândia/MG** to structure, monitor, and evolve the customer journey, ensuring retention, engagement, and revenue expansion—directly contributing to the sustainability and growth of the business. At **SEGIMOB**, we continuously observe market transformations and consistently challenge our ways of working, seeking ever simpler, smarter, and more efficient solutions. This is how we continue evolving and reaching new milestones. If you enjoy building strategic relationships, transforming data into actionable plans, and delivering continuous value to customers, this is the right place for you. \#JOINSEGIMOB **Responsibilities and Duties** * Manage the customer portfolio, serving as the primary point of contact for relationship management and ensuring a structured and strategic customer journey. * Conduct onboarding, follow-up meetings, and periodic performance reviews (QBRs). * Monitor success metrics (churn, NPS, engagement, health score, expansion). * Identify cancellation risks and proactively implement retention measures. * Identify upsell and cross\-sell opportunities in partnership with the Commercial team. * Develop playbooks, monitoring workflows, and customer support materials. * Ensure proper use of the CRM (Salesforce), maintaining accurate records of interactions, history, and strategic portfolio data. * Serve as the liaison between Customers, Commercial, Product, and Support teams, ensuring alignment and agile resolution of requests. * Support strategic initiatives within the department, such as enhancing customer experience, revising the customer journey, and implementing new tools. **Requirements and Qualifications** We seek a relational, analytical, and results-oriented professional capable of transforming information and interactions into actionable plans for retention and base growth. **Requirements:** Prior experience in Customer Success, Customer Relationship Management, or Post-Sales. Experience with CRM systems (Salesforce preferred). Proficiency in spreadsheets and data analysis. Strong verbal and written communication skills. Organizational skills, sense of priority, and portfolio management capability. Customer-experience-focused mindset with commitment to continuous improvement. **Additional Information** **Tools** --------------- Salesforce, spreadsheets, presentation tools, documentation, and internal systems. **Reporting and Collaboration** ----------------------- Reports to the Commercial Director, collaborating closely with Commercial, Product, Support, and Finance teams to ensure strategic alignment and excellence in customer experience. **Routine and Success Criteria** --------------------------------- Recurring monitoring of portfolio health and timely CRM data updates. Periodic follow-up meetings with strategic customers. Regular updates to retention, engagement, and expansion metrics. **First 90 Days:** Structured portfolio mapping and definition of client-specific action plans. Standardized onboarding and organized customer journey. Monitoring and leadership reporting of portfolio health metrics. **Additional Information:** --------------------------- We seek a strategic, relational, and structural professional with strong focus on retention, customer experience, and continuous value generation—capable of transforming relationships into sustainable growth. **Seg Imob** was founded with the mission of transforming and innovating the real estate market by offering intelligent and secure solutions to ensure peace of mind for real estate agencies, brokers, and tenants. With a track record built on credibility and commitment to excellence, we have become an industry reference by developing products tailored to the specific needs of the rental market. Our story began with the vision of simplifying processes and providing agile and efficient alternatives to ensure security in real estate transactions. **For over 11 years**, we have built strategic partnerships and invested in technology and innovation, always aiming to deliver a more reliable and transparent experience for our customers. Today, Seg Imob stands out as a company committed to the evolution of the sector, operating ethically and transparently to deliver personalized and efficient solutions. Our commitment is to keep evolving and offering the best alternatives for the real estate market—always focused on security, practicality, and customer satisfaction.