Analista de Sucesso do Cliente PL (Health Score)
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 PL (Health Score) based in Brazil.
This is a remote, full-time opportunity focused on understanding customer health and preventing churn before risk signals become larger problems.
You will combine data analysis, customer conversations, and experimentation to understand what is driving friction and identify effective interventions.
The role involves working with large customer bases, Health Score indicators, product usage, engagement, and churn-related signals.
You will investigate customer challenges, test hypotheses quickly, measure results, and turn successful approaches into scalable processes.
The position requires a balance of analytical thinking and customer empathy, ensuring quantitative insights are complemented by qualitative understanding.
You will collaborate with Product, Support, and other teams to address recurring issues and improve customer outcomes at scale.
It is an environment suited to an investigative, agile professional who takes ownership, enjoys solving complex problems, and learns continuously through experimentation.
Accountabilities:
Analyze Health Score, product usage, engagement, and churn indicators to identify customers showing signs of risk.
Investigate the root causes of customer friction through data analysis and direct conversations with customers.
Create and execute rapid tests across customer bases, monitoring outcomes and documenting key learnings.
Take practical action to resolve identified customer problems and improve their overall experience and product adoption.
Identify recurring patterns in customer feedback and transform them into actionable insights and intervention plans.
Work collaboratively with Product, Support, and other teams to investigate and resolve recurring customer issues.
Develop and validate strategies designed to prevent churn and increase ERP usage and engagement.
Document successful experiments and help transform proven approaches into scalable customer success processes.
Continuously evaluate results, adapt hypotheses, and change direction when data or customer feedback indicates a better approach.
Previous experience working with Customer Health Scores, customer health indicators, or similar customer success metrics.
Strong investigative mindset and proven ability to identify root causes and solve problems effectively.
Comfortable working with large customer databases and rapidly changing business scenarios.
Ability to interpret quantitative data while maintaining a strong qualitative understanding of customer needs and experiences.
Agility in testing hypotheses, learning from results, and adapting strategies when necessary.
Strong communication skills and the ability to guide customers through challenging or high-friction situations.
Strong sense of ownership, taking initiative to identify problems and actively pursue solutions.
Analytical, proactive, and execution-oriented approach to customer success.
Experience in SaaS companies is a valuable advantage.
Experience with experimentation, A/B testing, pilots, or hypothesis-driven initiatives is desirable.
Previous experience managing or analyzing high-volume customer portfolios is a plus.
Fully remote work model.
Dental insurance through Amil Dental.
Health insurance through Bradesco Saúde.
Mental health support platform.
Telemedicine platform.
Life insurance through Prudential.
Pharmacy benefit.
Fitness allowance.
Birthday day off.
Flexible meal allowance.
Home office allowance.
Childcare allowance.
Transportation benefit and company shuttle options.
Discounts through partner platforms such as Allya, SwileShop, and Dell.
Educational benefits and learning partnerships.
Travel benefits and discounts.
Pet health insurance.
SESC benefits.
PPRL (profit-sharing/variable compensation program).