Analista de Sucesso do Cliente Pleno - Retenção Preditiva

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 Pleno - Retenção Preditiva based in Brazil.

This is a data-driven Customer Success opportunity focused on predictive retention across a portfolio of small business customers in Brazil.

You will operate in a One-to-Many model, combining operational retention activities with scalable strategies to prevent churn and downgrade.

The role places strong emphasis on artificial intelligence, automation, and customer data to identify early risk signals and enable timely interventions.

You will analyze usage, engagement, and customer history to develop predictive approaches that improve retention outcomes.

Success will depend on balancing day-to-day queue management with the design of structured, scalable initiatives that increase operational efficiency.

You’ll work closely with specialist teams while continuously testing new technologies, benchmarks, and Customer Success practices.

The role is ideal for an analytical and proactive professional who enjoys turning customer data and technology into measurable business results.

Accountabilities

• Manage a One-to-Many retention operation, handling customer requests, cancellation queues, support tickets, and churn-related cases across a Small Accounts portfolio.
• Analyze customer usage, engagement, and historical behavior to identify risk patterns and develop predictive churn and downgrade-prevention strategies.
• Design and implement scalable communication journeys, intervention flows, and retention initiatives that can reach customers efficiently at scale.
• Apply artificial intelligence, automation, and integrated data tools to improve customer triage, personalize interactions, and anticipate cancellation behavior.
• Monitor and analyze key retention indicators, including Churn Rate by logo and MRR, Net Retention Rate (NRR), retention queue response time, and cancellation reversal rate.
• Translate data insights into practical action plans and continuously optimize retention strategies based on performance.
• Conduct benchmarking and research into market trends, emerging AI technologies, automation tools, and Customer Success best practices.
• Create persuasive content, customer journeys, communication flows, and scalable approaches suited to a One-to-Many engagement model.
• Balance operational demands with longer-term projects designed to improve retention processes, automation, and scalability.
• Collaborate with specialist Customer Success and cross-functional teams to continuously improve the effectiveness of retention initiatives.

Requirements

• Professional experience in Customer Success, preferably as a CSM or in CS Operations, with demonstrated experience in customer retention initiatives.
• Previous experience with retention or churn-related cases, ideally within a B2B SaaS environment.
• Strong analytical capabilities, with the ability to identify behavioral patterns, interpret metrics, and transform data into actionable strategies.
• Practical experience or strong proficiency using artificial intelligence, automation tools, and data integrations within Customer Success processes.
• Ability to operate comfortably between high-volume operational demands and the development of strategic, scalable projects.
• Strong communication and content-creation skills, particularly for building persuasive One-to-Many customer journeys and interventions.
• Proactive, curious, and improvement-oriented mindset, with an interest in experimenting with new technologies and approaches.
• Ability to work with technical concepts such as integrations, API documentation, and webhooks.
• Familiarity with tools such as Sensedata, Movidesk, or Zapier is a plus.
• Experience with BI platforms such as Power BI, Looker, or Metabase, or basic SQL knowledge, is advantageous.
• Experience with consulting, project management, sales, onboarding, or customer support is a plus.
• Ability to conduct, negotiate, and escalate challenging customer conversations involving sensitive or high-impact situations.
• Experience presenting dashboards and communicating insights to different audiences is desirable.
• Intermediate English or Spanish is considered an advantage.

Benefits

• 100% remote working model.
• Flexible working hours.
• Comprehensive health and dental insurance with no copayment for the employee, with dependent coverage options.
• Life insurance, telemedicine, and access to medical specialties.
• Wellness programs, 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-working support, including R$1,500 toward home-office equipment.
• Monthly home-office allowance of R$250, with the option to allocate R$50 toward private pension.
• Alelo Tudo benefit of R$988 in meal/food allowance or flexible benefits.
• Access to coworking spaces throughout Brazil through a Woba partnership.
• Internal mobility opportunities and access to a learning hub for professional development.
• Participation in company results.
• International collaboration with colleagues across different countries.
• Informal, collaborative, and inclusive work environment focused on transparency, open dialogue, autonomy, and continuous learning.
• Equal opportunity environment that welcomes diverse backgrounds, identities, and experiences.