Analista de Sucesso do Cliente Pleno - Retenção Preditiva

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

Local

São Paulo - SP

Remoto

Responsabilidades

• 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.

Requisitos

• 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.

Diferenciais

• 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.

Benefícios

• 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.

Sobre a empresa

Our partner is looking for an Analista de Sucesso do Cliente Pleno - Retenção Preditiva based in Brazil.