Senior Customer Success Analyst (Remote)

Description

Job Summary: We are looking for a Senior Customer Success Analyst to build long-lasting relationships and act as a strategic consultant, ensuring customer satisfaction and retention. Key Highlights: 1. Build long-lasting and trust-based relationships with customers 2. Act as the customer's strategic consultant 3. Proactively and autonomously manage the customer portfolio We are seeking a Senior Customer Success Analyst to join our dynamic, results-oriented team. This role is critical to ensuring customer satisfaction and retention. Join a team that continues to grow year after year and consistently delivers on its goals! **Responsibilities and Assignments** **Your Challenges to Make a Difference in This Team:** * Build long-lasting and trust-based relationships with customers and partners, deeply understanding their needs and business objectives; * Create stakeholder power maps and action plans; * Act as the customer's strategic consultant—anticipating risks, designing action plans, and ensuring perceived value throughout the customer journey; * Identify and execute expansion opportunities based on usage data, business context, and customer maturity; * Proactively and autonomously manage the customer portfolio, taking ownership and focusing on concrete outcomes; * Collaborate and connect with internal teams (Developers, Sales, Support, etc.) to resolve complex issues and contribute to continuous improvements; * Use dashboards, KPIs, and analytics to guide actions and support strategic decision-making with customers. All our job openings are inclusive. Here, people are unique—we respect and value differences. **Requirements and Qualifications** **The Humanz Profile We Seek:** * Solid experience in Customer Success at technology or SaaS companies; * Proficiency in CS-related KPIs; * Strong analytical capability, with expertise in tools such as Sheets/Excel, Power BI, Looker, etc.; * Understanding of table relationship modeling; * Practical experience in expansion, renewals, and retention—including business case development; * Experience with CRM systems and Customer Success and relationship management tools (e.g., Salesforce, HubSpot, Sensedata, etc.); * Ability to map and optimize complex customer journeys—with business acumen and impact awareness; * Excellent consultative communication skills: translating data into actionable insights and presenting solutions clearly and strategically; * Experience managing High-Touch customers and handling customer portfolios; * Self-managed, resilient, and long-term oriented. **Nice-to-Have (Not Required):** * Experience in consulting and project management; * Experience in sales, onboarding, or support; * Knowledge of SQL, databases, and APIs; * Experience presenting dashboards; * Advanced Spanish or English; * Bachelor’s degree in business, technology, or related fields. **Additional Information** We are a technology company developing Zenvia Customer Cloud—a comprehensive AI-powered solution designed to revolutionize customer experience across every stage of the journey, from acquisition through post-sales. If you’ve ever interacted with a chatbot, received support via social media channels, or made a purchase via WhatsApp, our solution powered it. We operate across multiple countries in Latin America and serve over 10,000 customers. **Why Zenvia Is a Great Place to Work:** * Fully remote work with flexible working hours. * Zenvia Care: Our benefits program for you and your family. * Healthcare: Health and dental insurance with no co-payment for employees—and option to include dependents; life insurance; telemedicine; access to medical specialties. * Wellness care: Birthday day off; Gympass; plus free sports coaching, nutritional counseling, and telepsychology—for employees and dependents. * Parental care: Extended maternity and paternity leave; pregnancy monitoring; childcare allowance up to 71 months. * Remote Care: Policy for temporary relocation; R$1,500.00 to assist with home office equipment; monthly remote work allowance of R$250.00—with option to allocate R$50.00 toward Private Pension; Alelo Tudo worth R$988.00 for Meal/Voucher or Flexible Benefits; partnership with Woba for coworking spaces across Brazil. * Career development: Internal mobility program; access to a Learning Hub to support your growth and help you design your career path at ZENVIA. * Profit-sharing—because you helped build those results. * Direct connection with colleagues across countries and an informal work environment where knowledge is shared, collaboration thrives, and learning happens together. * Transparency, open dialogue, and psychological safety—so everyone can be authentically themselves. **Join Us as a HUMANZ** To us, people are unique. A HUMANZ understands, respects, and learns from differences and individuality; sets clear goals; enjoys the journey; and delivers results—as one unified team. We make mistakes, succeed, and learn together. We seek professionals who challenge the status quo, drop excuses, and make things happen—because we empower people to unlock their true potential and achieve peak performance. At ZENVIA, everyone is respected. Within the ZENVIA World, you’ll develop and apply your core capabilities while staying authentic. All this with plenty of humor, lightness, empathy—and above all, respect for others. And we’re building a strong team to help realize our aspiration of becoming the global leader in customer experience communications. We want top talent on our teams—sharing our collaborative environment where everyone grows and develops together. Join ZENVIA! ZENVIA. By Humanz for Humans. We want diverse talents on our teams—sharing learnings and evolving together, building a collaborative environment with autonomy and respect. **We’re fully remote and offer flexible hours. Come be a Humanz!** As humans, we’re fascinated by technological innovations because they allow us to explore our territory in new and unexpected ways. Now, as Humanz (how we call our employees), we believe human evolution must advance hand-in-hand with technological evolution and artificial intelligence—to shape a new world of experiences. In the ZENVIA World, we’re curious, breathe innovation, and aim to lead necessary change—building a place where you can be authentically yourself, free from constraints, with lightness and respect for individual differences and diversity. We enjoy the journey and deliver extraordinary results—as one unified team. We believe people are unique—and each of us has the potential to continuously develop our abilities and learn. **We make mistakes, succeed, and evolve together.** If you want to be part of this story, **ZENVIA** is the place for you. Our purpose is to **shape a new world of experiences**, making our customers’ brand interactions more personal, engaging, and fluid—through faster, more strategic, and more efficient interactions.