SENIOR CUSTOMER SUCCESS ANALYST

Description

**About Us:** Founded in 2018, Fiscal.io was created to support accounting and tax professionals in automating routine tasks, bringing greater security and tax compliance to companies across Brazil. We believe great results happen when our values are put into practice: collaboration, evolution, integrity, commitment, and attitude. Today, we serve over 150,000 users, having processed more than 500 million documents and integrated with numerous management systems (ERP). Our growth reflects a diverse, engaged, and passionate team committed to making a difference. Here, you’ll find an innovative and welcoming environment where ideas are valued, talents recognized, and achievements celebrated collectively. **About the Role** We are seeking a Customer Success Analyst to join the Fiscal.io team! We’re looking for someone committed, proactive, and eager to grow—contributing ideas and solutions that make a real difference day to day. The Customer Success Analyst will focus on: * Supporting the structuring of the CS function, with emphasis on customer journey, churn, reporting, and expansion. * Leading or supporting cancellation request processes, cyclical churn handling, evaluations, and complaints. * Collaborating with management to evolve the Customer Journey Mapping and acting as the company’s Customer Success auditor. * Facilitating cross-functional meetings, tracking action plans, and professionally following up on deliverables. * Building KPIs, management reports, executive materials, and routine monitoring processes for the department. * Supporting identification of upsell/cross\-sell opportunities and strategic client outreach. * Partnering closely with colleagues, leveraging existing knowledge about products, customers, and use cases. **Technical Profile** * Bachelor’s degree in Business Administration, Marketing, Management Processes, Information Technology, or related fields. * Solid, hands\-on experience in Customer Success within software/IT companies (SaaS B2B preferred). * Proven experience in retention, churn management, adoption, account expansion, strategic client meetings, and cross\-functional collaboration. * Experience designing or maturing processes, KPIs, management reports, and monitoring routines. * Ability to lead internal meetings, sell ideas, and influence stakeholders without relying solely on formal authority. **Behavioral Profile** * Strong sense of responsibility * Emotional maturity to navigate difficult conversations without closing doors * Cross\-functional coordination ability * Active listening with firmness and sound argumentation * Organization, execution discipline, and follow\-up rigor * Systems thinking and continuous improvement mindset * Willingness to help build the function—not just execute routine tasks **Nice to Have** * Experience in dynamic environments with high demand volume and frequent prioritization needs. * Familiarity with CRM, CS, and Analytics tools (e.g., Zoho, HubSpot, or equivalents) * Exposure to data analysis, AI applied to operations, and interpreting risk/opportunity signals across the customer base. **Work Schedule** * Hybrid model * Monday to Friday * 8:00 AM – 6:00 PM (with 1h30 lunch break) or 8:00 AM – 5:30 PM (with 1h00 lunch break) **What You’ll Find Here:** **Benefits Card \- CAJU** * Mobility allowance or transportation voucher; * Meal and food vouchers; * Remote work allowance. **Health & Well\-being** * Unimed and/or Bradesco health plan (70% employer\-paid, no copay); * Bradesco Dental plan (70% employer\-paid); * Gympass (50% employer\-paid). **Benefits & Recognition** * Referral program for candidate submissions; * OKR\-based performance bonuses; * Birthday Day Off. **Growth & Development** * Career progression and individual development plans; * Regular feedback; * Solides Academy and Udemy for training. **Work Location:** Avenida Carneiro Leão, Zone 1, 902, Maringá \- Paraná, 87014\-010, Brazil