Customer Success Analyst

Description

**What is the mission?** As a Customer Success Analyst, you will be responsible for ensuring client retention and portfolio growth, acting in a consultative capacity to strengthen schools’ financial management and maximize their results. With a focus on anticipating risks, identifying opportunities, and building action plans to reduce delinquency — always aligning client expectations with business reality. Additionally, this role plays a strategic part in data analysis, extracting insights that guide decisions and drive cross\-sell and upsell initiatives, delivering a seamless, high-value experience for the client. **What will you do daily?** * **Portfolio Management and Consultative Relationship Building:** Strategically monitor clients to ensure retention, engagement, and account growth. * **Risk Monitoring:** Identify early signs of churn and financial difficulties, proposing actions to mitigate impact and strengthen schools’ financial management. * **Data Analysis and Business Intelligence:** Use CRM, BI tools, Google Sheets, and other platforms to generate insights, track KPIs, and inform strategic decisions. * **Upsell and Cross\-sell Opportunities:** Identify client needs and promote Educbank solutions that deliver greater value, expanding revenue. * **Client Onboarding and Education:** Ensure clients use products optimally to maximize benefits and outcomes. * **Feedback Management and Continuous Improvement:** Collect and organize client insights to enhance processes, products, and services. * **Cross-functional Collaboration:** Work closely with Sales, Credit, and Product teams to ensure client-aligned delivery. **What does Educbank expect from you?** * **Education:** Bachelor’s degree completed, preferably in Business Administration, Marketing, Economics, or related fields. * **Customer Success Experience:** Focused on retention, expansion, and churn reduction, preferably within B2B companies or in the education or banking sectors. * **Analytical Skills:** Ability to use CRM, BI tools, and analytical platforms (Google Sheets, Excel) to generate insights and monitor KPIs (NPS, Retention, Churn). * **Communication and Interpersonal Skills:** Ability to build trust-based relationships and deliver consultative support to clients. * **Process Management and Proactivity:** Capability to manage multiple accounts, identify risks, and implement solutions proactively. * **Teamwork:** Collaborate effectively with internal teams to deliver solutions aligned with client expectations. **To go above and beyond:** * Prior experience in startups and/or fintechs. * Willingness to travel.