Analista de Sucesso do Cliente (CSM)

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Sucesso do Cliente (CSM) based in Brazil.** This role is focused on building strong, long-term relationships with B2B customers and ensuring they consistently realize value from the solutions they use. You will manage a customer portfolio proactively, combining relationship management with retention and growth strategies. The position requires a strong understanding of customer needs, business expectations, and opportunities to strengthen engagement. You will play an important role in reducing churn while identifying relevant upsell and cross-sell opportunities. The role combines autonomy, commercial awareness, empathy, and data-driven customer management. You will collaborate with internal teams to improve processes, share customer insights, and develop strategies that enhance the overall experience. This is an opportunity to join a fully remote, collaborative environment where customer impact, learning, and continuous improvement are highly valued. ### Accountabilities - Manage a portfolio of B2B customers proactively, maintaining frequent contact and building strong, trusted relationships. - Develop and execute strategies and initiatives designed to reduce churn and improve customer retention. - Identify and pursue relevant upsell and cross-sell opportunities based on customer needs, usage, and business context. - Monitor customer satisfaction and engagement, identifying potential risks and opportunities for improvement. - Conduct customer meetings to understand expectations, demonstrate value, align priorities, and define clear next steps. - Track customer health and relevant performance indicators to anticipate issues and support proactive account management. - Collaborate with internal teams to communicate customer feedback, contribute insights, and help develop new processes and strategies. - Maintain organized and accurate information across the customer portfolio, ensuring priorities and follow-ups are effectively managed. - Contribute to a customer-centric culture by continuously looking for ways to improve the experience and strengthen long-term partnerships. ## Requirements - Proven experience in Customer Success, preferably as a CSM, Customer Success Analyst, or in a closely related role. - Demonstrated experience managing a portfolio of B2B customers independently. - Practical experience with customer retention and churn prevention strategies. - Experience applying upsell and cross-sell techniques within an account management or customer success context. - Familiarity with customer success and business performance metrics such as Health Score, NPS, CSAT, KPIs, and OKRs. - Availability to work 40 hours per week. - Strong organizational skills and the ability to manage multiple customers, priorities, and information simultaneously. - Good negotiation skills, with the ability to align expectations, deadlines, priorities, and next steps. - Empathy and a genuine customer-oriented mindset, with the ability to understand different business needs and perspectives. - Excellent communication skills for building trust and maintaining effective customer relationships. - Collaborative approach and willingness to contribute ideas, insights, and improvements to internal processes. - Interest in technology and comfort working in dynamic environments. - Experience in a startup or SaaS environment is a plus. - Experience with projects involving artificial intelligence is a plus. - Familiarity with Pipedrive is a plus. ## Benefits - Fully remote work throughout the entire employment journey. - National healthcare plan with no coparticipation. - Flexible benefit allocation between meal and food allowances. - Educational benefit with discounts of more than 50% on language courses, undergraduate and postgraduate programs, MBAs, mentoring, and other learning opportunities. - Discounted access to medications and healthcare products. - Work equipment provided, including notebook, headset, mouse, and other necessary tools. - Referral bonuses for successful employee referrals. - Access to WellHub and TotalPass wellness solutions. - Direct interaction with founders and company leadership. - Autonomous and supportive work environment that encourages authenticity and individual expression. - Collaborative and relaxed workplace culture with a flexible dress code. - Dental plan. - Extended maternity and paternity leave. - Birthday day off. - Strong opportunities for learning, professional development, and career growth.