Analista de Sucesso do Cliente Pleno

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de Sucesso do Cliente Pleno based in Brazil.

This role is designed for a customer-focused professional who combines strategic relationship management with a strong data-driven mindset.

You will manage a portfolio of Mid-Market customers, building trusted partnerships and understanding their business objectives.

Your work will directly contribute to customer satisfaction, retention, renewals, and expansion opportunities.

You will act as a strategic advisor, identifying risks early and translating customer insights into practical action plans.

Using KPIs, dashboards, CRM platforms, and customer success tools, you will turn data into meaningful business decisions.

You will collaborate closely with Product, Sales, Support, and other internal teams to solve complex challenges and improve the customer journey.

This is an autonomous, results-oriented environment where resilience, ownership, and long-term thinking are highly valued.

Accountabilities

• Build lasting, trust-based relationships with customers and partners by developing a deep understanding of their needs, challenges, and business objectives.
• Act as a strategic customer advisor, proactively identifying risks, developing action plans, and ensuring customers recognize value throughout their journey.
• Identify and execute expansion opportunities based on product usage data, business context, customer maturity, and potential value.
• Own the day-to-day management of a customer portfolio with autonomy, accountability, and a strong focus on measurable outcomes.
• Drive retention and renewal initiatives while identifying opportunities to strengthen customer engagement and long-term relationships.
• Collaborate with Product, Sales, Support, and other internal teams to resolve complex customer issues and contribute to continuous improvements.
• Use dashboards, KPIs, and customer data to identify trends, guide priorities, and support strategic conversations with customers.
• Map and optimize complex customer journeys, connecting operational improvements with broader business impact.
• Communicate recommendations and solutions clearly, translating data and insights into practical actions for customers and internal stakeholders.

Requirements

• Solid experience in Customer Success, preferably within technology or SaaS companies.
• Strong understanding of Customer Success KPIs and the ability to use metrics to evaluate customer health, retention, and growth.
• Strong analytical capabilities and hands-on experience with tools such as Google Sheets/Excel, Power BI, Looker, or similar platforms.
• Practical experience with customer expansion, renewals, and retention, including the development of business cases.
• Experience using CRM and Customer Success platforms, such as Salesforce, Sensedata, or comparable tools.
• Ability to map and optimize complex customer journeys with a strong understanding of business objectives and measurable impact.
• Excellent consultative communication skills, with the ability to translate data into actionable recommendations and present solutions clearly and strategically.
• Experience managing Mid-Market customer portfolios, particularly in Mid-Touch and High-Touch models.
• Self-directed, resilient, organized, and capable of managing priorities with limited supervision and a long-term perspective.
• Experience in consulting or project management is a plus.
• Background in Sales, Onboarding, or Support is desirable.
• Experience presenting dashboards and business insights is an advantage.
• Intermediate Spanish or English is a plus.

Benefits

• Fully remote work model.
• Flexible working hours.
• Comprehensive healthcare and dental coverage with no copayment for employees, with the option to include dependents.
• Life insurance, telemedicine, and access to medical specialties.
• Wellness benefits, including a birthday day off, Gympass, sports and nutrition coaching, and free telepsychology for employees and dependents.
• Extended maternity and paternity leave, pregnancy support, and childcare assistance for eligible employees.
• Remote-work support, including R$1,500 for home-office equipment and a monthly R$250 home-office allowance.
• Option to allocate R$50 of the home-office allowance toward a private pension plan.
• Alelo Tudo benefits of R$988 for meal, food, or flexible benefits.
• Access to coworking spaces throughout Brazil through a Woba partnership.
• Internal mobility opportunities and access to a dedicated learning hub for professional development.
• Participation in company results.
• International collaboration with colleagues across different countries.
• Informal, collaborative, and knowledge-sharing work environment.
• Culture focused on autonomy, transparency, open dialogue, inclusion, innovation, and respect.
• Opportunity to contribute to a growing technology environment focused on improving customer experiences through AI and digital solutions.