CUSTOMER SUCCESS ANALYST

Description

Job Summary: Responsible for ensuring customer retention and revenue growth by strategically managing the customer portfolio, anticipating risks, and driving process evolution. Key Highlights: 1. Strategic involvement in customer portfolio management, focusing on retention 2. Leadership in crisis management and development of recovery plans 3. Influence over junior analysts and continuous process improvement **Job Description:** ---------------------- Responsible for ensuring customer retention, revenue growth, and perceived customer value. Acts strategically in portfolio management—especially with high-priority customers—monitoring the entire customer journey and proactively identifying churn risks. Responsible for tracking KPIs such as churn rate, retention rate, engagement, and health score, leveraging these metrics to guide actions and improve outcomes. Leads strategic meetings, translating data into value for the customer and acting as a trusted advisor—not merely as support. Directly involved in renewals and identification of expansion opportunities, including upsell and cross\-sell, as well as value defense. In critical situations, leads crisis and dissatisfied customer management, co-developing recovery plans with other departments such as Finance, Sales, and Legal. Additionally ensures cross-departmental alignment, monitors delivery quality, and influences junior analysts—contributing to overall process and operational advancement. **Mandatory Requirements:** ------------------------------ * Completed or ongoing undergraduate degree * Relevant work experience **Employment Type:** -------------------------- CLT **PwD (Persons with Disabilities):** -------- NO **Benefits:** --------------- Meal allowance \- BRL 32.50 per day. Transportation allowance; Birthday day off; Maternity or paternity leave assistance; Life insurance; Allya benefits (discounts on pharmacy, leisure, entertainment, etc.) Conexa (two free monthly consultations with psychologists and nutritionists) Career development and growth plan; Learning-focused and growth-oriented environment; Strong and effective merit-based management culture. In addition to our standard benefits, we offer optional partnership programs. This means you have the freedom to choose and pay a fixed monthly fee based on the selected plan. Partnerships \- Optional Medical Assistance (Amil) Dental Assistance; Wellhub **Work Location:** ---------------------- IDEAL TRENDS GLOBAL PARTICIPACOES LTDA **Working Hours:** ------------------------ Monday to Friday, 9:00 AM to 6:00 PM