Senior Customer Success Analyst

Description

Job Summary: We are seeking a Senior Customer Success Analyst to operate strategically, ensuring a consistent, high-value experience for our customers. Key Highlights: 1. Strategic and close-to-customer engagement 2. Results-oriented approach and proactive relationship management 3. End-to-end customer journey management, from onboarding to retention PRONIX | Mogi Guaçu | SP | On-site Job Description We are looking for a Senior Customer Success Analyst to work strategically and closely with our customers, ensuring a consistent, engaging, and high-value experience throughout the entire customer journey. We seek an execution-oriented, organized individual with an owner's mindset and a strong focus on results—someone who proactively manages relationships and builds solid connections with our customer base. Responsibilities and Duties * Monitor the end-to-end customer journey—from onboarding through retention and expansion; * Ensure customer engagement by identifying risks and opportunities for continuous improvement; * Act in a consultative and strategic manner within customer relationships—understanding needs and proposing solutions; * Manage communities (groups, channels, and events), fostering interaction and strengthening customer relationships; * Plan, organize, and execute the calendar of deliverables, customer touchpoints, and relationship-building activities; * Conduct periodic follow-ups and scheduled review meetings with customers; * Monitor success metrics (engagement, churn, NPS, among others) and propose actions to improve outcomes; * Identify upsell, cross-sell, and portfolio expansion opportunities; * Collect feedback and serve as a liaison between customers and internal departments (product, sales, and operations); * Ensure proper organization and documentation of interactions in internal systems. Requirements and Qualifications * Prior experience in Customer Success, Relationship Management, or related fields; * Experience managing customer portfolios and tracking KPIs; * Excellent verbal and written communication skills; * Analytical, organized, and results-driven profile; * Proactivity and ability to prioritize effectively; * Experience managing communities is a plus. Desired Qualifications * Experience in SaaS companies or high-growth environments; * Familiarity with CRM and CS tools; * Experience with customer engagement and retention strategies. Streamlined Application* *By applying, you agree to our Privacy Policy Streamlined Application* Salary Range To be determined Employment Type CLT, PJ Benefits * Flash Multi-Benefits Card—a daily-life support boost! * TotalPass—gym access for you and up to 3 dependents! * Birthday Day Off—to celebrate your way! * Health insurance—your well-being comes first! * Dental insurance! * Life insurance! * Online financial advisory services for employees. * Profit-sharing program (PLR) About the Company More than just a company, **PRONIX** was founded with a mission: to transform people’s lives through practical online sales—with methodology and direction. In March 2024, two entrepreneurs who had previously operated independently in the market decided to join forces. **Hugo Vasconcelos**, leading VDV Mentoring, and **Gustavo Dias**, heading THub Implementation, realized that real growth would not come from isolated efforts—but from a robust, process-driven structure. From this partnership emerged the VDV Group—and from it, PRONIX came into existence—not as a name change, but as the natural evolution of everything that has always been at the core of our work: **Practical Online Sales—with clarity, methodology, and direction.**