Senior Customer Success Analyst

Description

Job Summary: The Customer Success Analyst (CSM) will act consultatively and strategically in managing the customer portfolio, maximizing value delivery, retention, and customer growth, serving as the protagonist throughout the customer success journey. Key Highlights: 1. Act consultatively and strategically in managing the customer portfolio. 2. Provide insights, improvements, and expansion of customer relationships. 3. Ensure a positive customer experience from onboarding through ongoing engagement. **Who We Are?** **We are Gabster** At Gabster, our purpose goes beyond business. We are a high-impact scale-up transforming the renovation, construction, and decoration industry. We’ve created a new way to design, sell, and produce customized environments—efficiently. We combine technology, training, and a revolutionary work methodology that simplifies the professional lives of architects, designers, and project planners. **Your Mission Will Be:** To act consultatively and strategically in managing the customer portfolio, maximizing value delivery, retention, and customer growth. To be the protagonist in building the success journey—driving insights, improvements, and relationship expansion—while ensuring a positive customer experience from onboarding through ongoing engagement. You’ll serve as the strategic focal point for engagement, retention, and expansion of results via the Gabster platform. The CSM must ensure customers realize value from the solution, reduce churn, increase satisfaction (CSAT and NPS), and identify growth opportunities within the customer base. **If you wish to be part of this transformation, you’ll be responsible for:** * **Conducting regular customer review meetings**, guiding clients on best practices, ensuring correct use of solutions, and continuously reinforcing value delivery. * **Managing onboarding for new customers**, ensuring an initial experience that is smooth, clear, and aligned with expectations. * **Managing the customer portfolio** with a consultative mindset—building strong relationships and deeply understanding diverse customer profiles and needs. * **Proactively monitoring portfolio health indicators**, anticipating risks and identifying opportunities for usage evolution and improvement. * **Preventing churn**, executing strategic retention actions, and **reversing potential cancellations** when necessary. * **Identifying and pursuing upsell, cross\-sell, and expansion opportunities**, aligning customer needs with solutions that enhance their outcomes. **To Be Selected, You Must Have:** * Bachelor’s degree completed or in progress in Business Administration, Commercial Management, Communications, Marketing, or related fields. * Prior experience in consultative support, customer success, client relationship management, or SaaS solution implementation. * Customer relationship management (Customer Success Management). * Consultative communication techniques and portfolio management. * CRM tools (HubSpot or similar). * Results orientation and customer experience focus. * Clear, empathetic, and persuasive communication. * Organization and discipline in information documentation. * Analytical ability to identify risks and propose solutions. * Teamwork and alignment with internal departments **Why Work With Us?** ✨ **Dynamic Environment:** Work in a space that inspires creativity and innovation. ✨ **Professional Growth:** We offer real opportunities for development and career progression. ✨ **Collaborative Team:** Join a team that values your ideas and fosters collaboration. **And More Benefits:** ✨ TotalPass ✨ WellHub ✨ Ifood Flexible Benefits ✨ Club Ifood ✨ StarBem ✨ Avus Saúde **Work Location: On-site position in São Leopoldo – RS**