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.