CUSTOMER SUCCESS ANALYST

Description

Job Summary: We are seeking a Customer Success professional to guide the customer journey, lead alignment meetings, monitor success criteria, and serve as the primary point of contact. Key Highlights: 1. Purpose of valuing customer service and support professionals 2. Team focused on impacting and delivering an exceptional customer experience 3. Culture of care, development, and an inspiring environment We are a startup dedicated to positively impacting our customers and Tifluxers. Our purpose is: \"We believe every customer service and support professional should spend their time being recognized by their customers for their expertise.\" And now we want your talent on our team to multiply **Sensational Results!** Join a team that transforms customer service into an exceptional experience! Our CS team focuses on impacting and delivering a SENSATIONAL experience for our customers throughout their entire journey, making them fall in love with Tiflux. ? This position is for on-site work with a hybrid model after the first six months. **WHAT YOU’LL DO (AND WE’D LOVE TO SEE YOU EXECUTE!):** * Guide the customer’s entire journey, from onboarding through ongoing engagement; * Lead alignment discussions, clarify questions, and identify opportunities to improve platform usage; * Monitor and ensure achievement of customer success criteria, proactively anticipating risks and issues; * Maintain a close, strategic relationship with a focus on engagement and value generation; * Identify gaps in service and experience based on customer feedback; * Monitor performance metrics, engagement indicators, and satisfaction scores; * Conduct commercial negotiations related to plan changes (upsell, downsell); * Identify, structure, and promote success stories; * Serve as the customer’s primary point of contact, connecting internal teams (Sales, Support, Consulting, and Product) to drive customer success. **WHAT WE LOOK FOR IN YOU (AND WE’D LOVE TO FIND!):** * Empathy, emotional intelligence, and excellent communication skills; * Ability to collaborate effectively within a team; * Knowledge of CS routines: ongoing engagement, customer journey, churn, objection handling, etc.; * Familiarity with metrics such as NPS, CSAT, CAC, LTV; * Genuine interest in understanding the customer’s business and proposing solutions; * Ability to explain concepts clearly, didactically, and objectively; * Organization, task prioritization, and strong time management; * Resilience to handle high-pressure and crisis situations; * Negotiation, consultative selling, and persuasion skills; * Analytical thinking and logical reasoning. **ADDITIONAL QUALIFICATIONS THAT MAKE OUR EYES LIGHT UP:** * Participation in Customer Success events, communities, or webinars; * Courses or certifications in Customer Success; * Prior experience in Support, Sales, or Post-sales; * Advanced IT knowledge. **HOW WE CARE FOR THOSE WHO MAKE EVERYTHING HAPPEN:** * **BENEFITS THAT EMBRACE YOU:** At Tiflux, caring for our people is a top priority! That’s why we offer the **Amil health insurance plan**, ensuring you’re always well and in good health. And to make your routine more practical (and tastier!), we provide a **CAJU Credit Card for meal or food allowance**, with full freedom to use it wherever and however you prefer — because we understand that well-being and quality of life are essential parts of your journey with us; * **PROFESSIONAL DEVELOPMENT:** We support each Tifluxer closely, empowering them to enjoy the journey, be passionate about their work, and together achieve Sensational Results; * **AN INSPIRING ENVIRONMENT:** Light, relaxed, and extremely welcoming — with an eNPS of 96% satisfaction among our Tifluxers — and certified by GPTW (Great Place to Work); * **WE ARE TIFLUXERS:** A united team, passionate about technology and the impact our product creates. We face every challenge with commitment, collaboration, and, of course, enjoying every step of the journey; * **OUR CULTURE:** At Tiflux, our values aren’t just posted on the wall — they’re lived daily and reside in the heart of every Tifluxer sharing this journey with us; * **SMALL CARES THAT MAKE A DIFFERENCE:** Fruit Day, Bread Day, and other surprises showing how much we value and care for our team; * **WELL-BEING:** Partnership with SESC, guaranteeing our Tifluxers access to physical, cultural, and leisure activities — because caring for mind and body is part of our journey here.