Job Summary: The Senior Customer Success Analyst will ensure customer retention and success by strengthening relationships and optimizing the customer experience. Key Highlights: 1. Strengthen customer relationships 2. Promote upsell and cross-sell 3. Identify improvements and anticipate churn risks **COME MEET CARBIGDATA!** We are the largest big data platform in the vehicle market. Our products focus on locating stolen, hijacked, and otherwise compromised vehicles, as well as revealing the true status of located assets. Specializing in big data analytics, we serve leading players in the automotive industry—including banks, finance companies, leasing firms, and insurance providers. **JOB DESCRIPTION** As a Senior Customer Success Analyst, your mission is to ensure the retention and success of Carbigdata’s customers. You will be responsible for strengthening relationships, driving adoption of our solutions, identifying improvements, anticipating churn risks, promoting upsell and cross-sell, optimizing the customer experience, and accelerating company growth. **RESPONSIBILITIES AND DUTIES** * Manage SMB accounts within the finance and collections agency sectors; * Actively monitor the customer journey from contract closure (kickoff) through to successful delivery; * Train customers on product usage and information analysis; * Conduct periodic meetings with customers to ensure they recognize the value Carbigdata’s products bring to their operations; * Identify improvements and feedback; analyze satisfaction metrics (KPIs); * Identify churn risks among your assigned accounts, as well as upsell and cross-sell opportunities; * Maintain daily logs of all activities in the Customer Success tool and other customer-related routines for continuous tracking; * Encourage and monitor proper tool utilization by Carbigdata’s customers; * Develop presentations for meetings; * Critically analyze charts and performance indicators to formulate action plans that drive improvements for your customers. **REQUIREMENTS AND QUALIFICATIONS** * Minimum of **3 years** of experience in Customer Success, preferably at SaaS technology companies; * Excellent communication skills and relationship-building capabilities; * Strong analytical ability, logical reasoning, and organizational skills to manage multiple deliverables; * Proactive mindset; * Proficiency in Microsoft Office Suite, with **advanced Excel** skills; ***Bonus Qualifications*** * Experience with CRM and Customer Success platforms; * Power BI **OUR BENEFITS** * Meal/Voucher allowance; * Mobility assistance; * Health insurance (Sulamérica); * Dental insurance; * Gympass; * Birthday day off; * Life insurance; * Quarterly bonus based on goal achievement; If you’re passionate about **Customer Success** and eager to drive results and transform customer experiences, join us! **\#VemSerCarBigData** Employment Type: Full-time CLT Benefits: * Medical assistance * Dental assistance * Childcare allowance * Meal voucher Selection Question(s): * What is your expected salary? * Are you available to work in a hybrid model in São Paulo (Trianon-Masp), three times per week? Work Location: Hybrid remote work for São Paulo, SP