Customer Success Consultant (Mid-level)
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Job Description
Consultant in Customer Success for a leading dental software company in Brazil. Engage with clients enhancing their success and experience throughout their journey.
Responsibilities:
- Negotiate price adjustments, contract renewals, and participate in specific campaigns, managing both active and at-risk clients;
- Execute regular outreach cadences to discuss new terms, understand client needs, and apply objection-handling techniques to retain customers, proposing solutions that add value for both parties;
- Interact and collaborate with other departments (Support, Sales, Finance, Product, Development) to resolve customer needs;
- Keep the team's process documentation up to date to serve as reference material for onboarding new colleagues;
- Analyze NPS responses, cancellation reasons, and retention dashboards to prioritize outreach;
- Provide empathetic, human-centered service aligned with Simples Dental’s culture;
- Monitor and report key negotiation success metrics, such as renewal rate and churn.
Requirements:
- Knowledge of Google Workspace (Drive, Gmail, Docs, Sheets, etc.);
- Familiarity with technology and digital solutions;
- Previous experience negotiating within Retention and Renewal teams;
- Analytical ability to interpret data and dashboards and to improve processes;
- Strong organizational skills and good time management;
- Collaborative mindset and team orientation.
- PREFERRED / NICE TO HAVE
- Knowledge of CRM systems (for example Pipedrive, HubSpot, Salesforce) and familiarity with creating activities and automations in these platforms;
- Experience with messaging and ticketing platforms (such as Intercom, Zendesk, Blip, Umbler);
- Experience in high-volume support operations with aggressive daily metrics (fast-paced cadence operations).
Benefits:
- Meal/food allowance of R$1,000.00 | iFood card — no deduction during vacation;
- Home office allowance of R$150.00;
- Wellz — mental health/psychotherapy | free for the employee;
- Gympass — physical health/gyms | extendable to dependents;
- Guapeco — pet health plan;
- English lessons | free for the employee;
- Unimed health plan | with copayment;
- Reimbursement for coworking daily fees | available for all states;
- Extended paternity and maternity leave;
- Baby-on-board kit for expectant parents;
- Partnership with Farmasesi | only for SC (Santa Catarina);
- Partnership with Sesi Education | only for SC (Santa Catarina);
- Birthday day off;
- Laptop and monitor shipped to you;
- Voucher of R$2,000.00 to purchase any additional equipment you need;
- Team members located across Brazil to further promote our culture of diversity!
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