Customer Success

Description

Job Summary: We are seeking an analytical and strategic Customer Success Analyst to ensure customer retention and growth, while delivering an exceptional experience. Key Highlights: 1. Work directly with a recognized mentor, entrepreneur, and digital strategist 2. Focus on high performance, innovation, and delivering real results for clients 3. Deliver an exceptional experience, drive client engagement, and improve client retention **About the Company** You will have the opportunity to work directly with **Jonas Kaz**, a mentor, entrepreneur, and digital strategist renowned for helping specialists, consultants, and entrepreneurs transform knowledge into scalable businesses through high-value mentoring. Over the past years, his methodology has impacted thousands of entrepreneurs and contributed to building businesses generating multiple six- and seven-figure annual revenues. The company operates in the education, mentoring, and digital business sectors, offering development programs focused on business growth, positioning, sales, and scalability. We seek professionals eager to join a rapidly growing operation centered on high performance, innovation, and delivering real results for clients. **About the Opportunity** We are looking for a Customer Success Analyst to directly manage customer experience, retention, and growth. We seek someone analytical, strategically minded, and relationship-focused—capable of ensuring consistent results for our students and mentors throughout their entire journey. **Role Mission** Deliver an exceptional experience for our customers, ensuring engagement, retention, and continuous value creation. The professional will strategically oversee the journeys of students and mentors, proactively identifying risks, strengthening relationships, and uncovering revenue expansion opportunities. **Key Responsibilities** * Manage a strategic portfolio of customers, including high-value students and mentors. * Lead onboarding processes, ensuring an efficient entry experience and high engagement levels. * Monitor success and health metrics across the portfolio, tracking KPIs such as retention, churn, NPS, activation, and engagement. * Proactively reduce cancellations and recover at-risk customers. * Identify upsell and cross\-sell opportunities in collaboration with the sales team. * Conduct periodic review and progress meetings with customers. * Map risks, challenges, and opportunities, developing customized action plans. * Serve as the primary point of contact between customers and internal teams—including Sales, Product, and Support. * Contribute to structuring and optimizing Customer Success processes. * Prepare strategic reports and analyses to support leadership decision-making. **Success Metrics (KPIs)** * Retention Rate * Monthly Churn * NPS (Net Promoter Score) * Lifetime Value (LTV) * Expansion Revenue (Upsell and Cross\-sell) * Customer Base Engagement Level **Requirements** * Prior experience in Customer Success, Customer Experience, or related fields. * Experience managing strategic portfolios or high-ticket clients. * Strong analytical ability and business acumen. * Excellent verbal and written communication skills. * Experience using CRM systems and customer relationship tools. * Proactive, organized, and results-oriented mindset. **Preferred Qualifications** * Experience in education, mentoring, or the digital market. * Knowledge of sales funnels and digital customer journeys. * Experience building and optimizing Customer Success processes. * Familiarity with customer retention, expansion, and success metrics. Compensation: Starting at R$2\.000,00 per month Screening Question(s): * Do you have experience in Customer Success (CS) or Customer Experience (CX)? Work Location: Remote