Customer Success Analyst

Description

Job Summary: We are seeking a Customer Success professional to support post-sales activities, with a focus on contract retention, renewal, and expansion, while strengthening relationships with corporate clients. Key Highlights: 1. Focus on retention, renewal, and scope expansion with B2B clients. 2. Opportunity to build the Customer Success function. 3. Consultative, organized, and relationship-oriented profile for portfolio management. **About the opportunity at ZAYA** We are a services company with recurring consulting contracts (typically lasting 12 months or longer), focused on retention, renewal, scope expansion, and generating recurring revenue (MRR). We are currently structuring our Customer Success function and seeking a professional to support post\-sales activities—contributing to portfolio organization, strengthening client relationships, and increasing predictability of retention and growth. **Role Mission** Ensure structured post\-sales portfolio monitoring, enhancing perceived value, supporting contract retention and renewal, and identifying growth opportunities within the client base. **Key Responsibilities** * Manage and monitor the active client portfolio * Support onboarding and initial alignment for new accounts * Conduct client follow-up and review meetings * Keep CRM and tracking systems updated (status, history, pending items) * Monitor risk signals (dissatisfaction, low adoption, churn) * Proactively support contractual renewal processes * Identify upsell, cross\-sell, and scope expansion opportunities * Map clients with potential to migrate to recurring contracts * Collaborate closely with Sales and Operations teams * Contribute to building and standardizing CS processes Requirements: **What we expect from you** We seek a consultative, organized, and relationship-oriented professional with strong business acumen and a results-driven mindset. **You must be able to:** Manage a portfolio with organization and consistency Build relationships with corporate clients Lead conversations clearly and confidently Anticipate risks before they become issues Identify growth opportunities within the client base Work collaboratively across multiple departments ✅ **Requirements** Experience in Customer Success, post\-sales, or B2B portfolio management Experience working with corporate clients Strong verbal and written communication skills Organizational skills, discipline, and attention to detail Experience with follow\-ups, recordkeeping, and demand tracking Consultative mindset and strong active listening skills * **Nice-to-have** Experience in B2B services or consulting firms Experience managing recurring contracts (MRR) Experience with portfolio renewal and expansion Experience with upsell and cross\-sell Experience building and scaling processes CRM knowledge and familiarity with Customer Success metrics **Success Metrics** Consistent portfolio monitoring Onboarding quality Continuous CRM updates Early identification of churn risks Generation of growth opportunities within the client base Effective support for retention and renewal Progress in organizing and maturing the CS function Benefits **Meal Allowance**: R$ 35.31 per business day (approx. R$ 730/month) **Health Insurance**: Unimed plan with co-payment **Dental Insurance** **TotalPass**: Access to gyms and wellness facilities **Life Insurance** **Working Hours**: 8:30 AM – 6:00 PM, with a 1h30m break **Monday to Friday**