Job Summary: A Customer Success professional responsible for mapping customer needs, executing engagement and retention strategies, and proactively ensuring customer satisfaction. Key Highlights: 1. Focus on customer engagement, retention, and revenue expansion 2. Proactive efforts to prevent churn and reverse cancellations 3. International environment and contribution to process improvement **Responsibilities and Duties:** ==================================== * Map customer needs throughout their journey with Frenet, ensuring they achieve their objectives; * Execute and optimize engagement, retention, and revenue expansion (cross-sell and up-sell) strategies; * Actively prevent churn and support cancellation reversal processes; * Conduct follow-up, alignment, and progression meetings and communications with customers; * Anticipate risks, questions, and issues, proactively proposing solutions; * Deliver trainings and presentations to the customer base; * Analyze and interpret customer base metrics to support decision-making; * Record strategic information, opportunities, and customer history in the CRM; * Contribute suggestions for improving Customer Success processes. **Requirements:** =============== * Strong verbal and written communication skills; * Empathy and a consultative approach in customer interactions; * Organizational skills and ability to manage a customer portfolio; * Data-driven analytical thinking; * Negotiation and consultative sales capabilities; * Prior experience in Customer Success, customer support, or commercial roles; * Technical or undergraduate degree (completed or in progress). * **Preferred qualifications:** + Experience managing a customer portfolio; + Familiarity with CS metrics (retention, churn, expansion); + Experience with CRM systems. **About the position:** ================= * Work model: 100% in-person + Aldeia Coworking - Station: https://maps.app.goo.gl/7DnF6SMoyiT1Wr53A * Location: Curitiba * International environment. * Employment type: Full-time - CLT