Customer Operations Analyst

Description

Job Summary: We are seeking a Customer Success Operations Analyst to build and enhance processes, metrics, and tools, focusing on efficiency and customer experience. Key Highlights: 1. An opportunity for those who enjoy working with data and optimizing processes. 2. Contributing to the evolution of Customer Success operations and customer experience. 3. Collaborating with teams such as Product, Technology, and Data. At Senior, we believe people are central to the results we build with our customers. We amplify work through collaboration, proximity, and purpose, in an environment that values trust-based relationships, clarity, and space to grow alongside the business. **ABOUT THE CHALLENGE:** We are looking for an analytical, organized, and process-oriented individual to contribute to the evolution of Customer Success operations. You will be responsible for supporting the development and continuous improvement of processes, metrics, governance, and tools—contributing to a more efficient, scalable, and customer-experience-focused operation. This is an opportunity for those who enjoy working with data, identifying improvement opportunities, and transforming analyses into actions that generate business impact. **KEY RESPONSIBILITIES:** * Develop and enhance processes related to Customer Success operations. * Define and monitor performance indicators, Health Score, telemetry, and customer journey metrics. * Gather, specify, and validate business requirements for metrics, automations, and system enhancements. * Create and maintain playbooks, procedures, operational workflows, and team documentation. * Identify opportunities for improvement, standardization, and operational efficiency gains. * Conduct analyses to support decision-making and enhance customer experience. * Collaborate with teams such as Customer Success, Product, Technology, Data, and Sales. **WHAT WE EXPECT FROM YOU:** * Experience in Customer Success, Customer Operations, Customer Experience, or Operations; * Knowledge of performance metrics and data analysis; * Advanced Excel skills; * Familiarity with Power BI or similar tools; * Experience in process management and improvement; * Experience creating and maintaining processes, playbooks, operational workflows, and documentation; * Interest in leveraging Artificial Intelligence to boost productivity and efficiency. **WHAT COULD STRENGTHEN YOUR APPLICATION:** * Experience in software/SaaS companies; * Knowledge of Lean, BPM, or agile methodologies; * Hands-on experience with Customer Success platforms, CRM, telemetry, and Health Score; * Experience in process automation and business requirements gathering; * English and/or Spanish proficiency. **Our Benefits:** * Medical and Dental Plan; * Life Insurance; * PPLR — Profit and Results Sharing; * Wiipo Club with exclusive discounts and benefits; * TotalPass — Gym and wellness benefit; * OnHappy — Travel benefits and advantages; * Banked Hours; * Citizen Company: Extended maternity and paternity leave; * Birth Assistance; * PET Assistance; * Senior Corporate University; * Career Development Plan. **Our Senior Way of Being:** Our culture respects individuality and empowers people through innovation, collaboration, and autonomy. We believe in plurality, as experiences and perspectives are unique, offering opportunities inclusive of diverse people and ideas. This is how we achieve outstanding results—driving customer success through the dedication of incredible people. These details apply specifically to this opportunity, but you can explore all our open positions and learn more about being part of Senior on our careers page: senior.com.br/carreiras **We Are More Senior!** We are a Brazilian company recognized as one of the largest software developers for enterprise management in the country. With over 35 years of history and presence across Brazil, we drive digital transformation for thousands of companies through technology. We expanded internationally with the acquisition of a company in Colombia, strengthening our presence in Latin America. The quality of our solutions stems from the work of over 3\.600 professionals and a comprehensive portfolio focused on high performance. Guided by our purpose — Empowering People and Accelerating Business — we have been recognized eight times as a Great Place to Work®. We continue growing consistently, valuing people, culture, and collaboration — because accelerating the future is part of who we are. Discover more about us at **www.senior.com.br**, or follow our content on social media: