Customer Success

Description

About the Company You will have the opportunity to be part of the digital business ecosystem of Jonas Kaz, a mentor and strategist who works to help experts, entrepreneurs, and professionals transform their knowledge into structured and scalable businesses through high-value mentorships. Our company operates in the education, development, and digital business segments, offering solutions focused on growth, positioning, sales, and business development. We are looking for professionals who want to grow with a dynamic, results-oriented operation focused on delivering value to clients. About the Opportunity We are looking for a Customer Success Analyst to follow up with our mentees and ensure they have a high-level experience throughout their journey. The main responsibility will be to monitor the progress of clients, understand their difficulties, and help them make the most of the content, strategies, and guidance offered by the mentorship. We are not just looking for someone to handle customer service. We want a person who truly follows up with the client, notices when they are having difficulties, and takes the initiative to help them move forward. Mission of the Role Monitor and drive the progress of mentees, ensuring they remain engaged, put their learnings into practice, and are able to transform the experience within the mentorship into real results for their businesses. Main Responsibilities * Manage and monitor a portfolio of mentees; * Conduct regular follow-up contacts and meetings; * Understand the goals, challenges, and needs of each client; * Monitor the engagement of mentees with the journey; * Identify difficulties and obstacles that may compromise their progress; * Encourage the application of the knowledge and strategies presented in the mentorship; * Proactively identify clients with low engagement; * Create actions and follow-up plans to stimulate progress; * Act in the prevention and recovery of potential cancellations; * Record interactions and relevant information in the CRM; * Monitor indicators related to the portfolio; * Work in partnership with other departments to resolve requests; * Suggest improvements to the experience and client follow-up processes. Success Indicators (KPIs) * Client retention; * Churn rate; * Engagement of mentees; * Client satisfaction; * Progress of the monitored portfolio; * Participation in mentorship activities; * Recovery of at-risk clients. Requirements * Experience with Customer Success, relationship management, customer service, or customer experience; * Good oral and written communication skills; * Ability to develop professional relationships; * Proactive, organized, and results-focused profile; * Good emotional intelligence; * Ability to understand problems and propose solutions; * Organization to manage a client portfolio; * Knowledge of CRM and relationship management tools; * Interest in business, education, and professional development. Differentiators * Experience with high-ticket clients; * Previous experience in education, mentorship, or digital business companies; * Experience with follow-up of students or clients in development programs; * Knowledge of Customer Success indicators; * Experience with retention strategies and churn reduction; * Knowledge of customer experience and customer journey. Job Information * Work model: 100% Remote; * Full-time position; * Remote work integrated with other departments of the company. We are looking for someone who enjoys following up with people and finds satisfaction in seeing clients progress. The goal is to go beyond keeping the mentee in the company: we want to help them make the most of the mentorship, apply what they learn, and transform that knowledge into concrete results for their business. Payment: starting from R$2\.200,00 per month Work location: Remote