Customer Success Consultant – Retention & Renewals
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Job Description
Consultora de Customer Success conduzindo retenções e renovações para o software odontológico líder do Brasil. Negociando com clientes, registrando interações no CRM e melhorando ofertas.
Responsibilities:
- Lead end-of-promotion negotiations by contacting customers before billing returns to the full price and taking the conversation through to closing, preferably on an annual plan
- Confirm annual renewals and treat them as negotiations when a customer indicates they may leave
- Overcome price, competitor, and low-usage objections using the offers defined in the company’s engagement cadence
- Record every conversation and outcome in the CRM, including the reason for cancellation when applicable
- Follow the agreed contact cadence and response time established with the team
- Share customer feedback with leadership and the sales team, and propose improvements to scripts and offers
- Work closely with Finance and Support to resolve issues that hinder renewal
Requirements:
- Experience in retention, renewals, collections, inside sales, or outbound telemarketing in a target-driven environment
- Comfortable negotiating via WhatsApp and phone, including voice messages
- Experience with a CRM or customer service platform (Pipedrive, UTalk, or equivalent)
- Strong organization and discipline to manage your own customer portfolio and performance metrics
- Experience working in a dynamic environment with monthly targets
- Experience in retention or renewals for SaaS or high-volume recurring services (a plus)
- Experience with variable compensation (a plus)
- Experience managing a large customer base with a low average contract value (a plus)
- Knowledge of the dental or healthcare market (a plus)
Benefits:
- BRL 1,000.00 meal and food allowance | iFood Card – no deduction during vacation
- BRL 150.00 home office allowance
- Wellz – mental health/psychotherapy | At no cost to employees
- Gympass – physical health/gyms | Available to dependents
- Guapeco – health plan for your pet
- English classes | At no cost to employees
- Unimed health insurance | With copay
- Coworking day reimbursement | Available in all Brazilian states
- Extended paternity and maternity leave
- Baby welcome kit for expectant parents
- Farmasesi partnership | Santa Catarina only
- Sesi Education partnership | Santa Catarina only
- Birthday day off
- Laptop and monitor shipped to your home
- BRL 2,000.00 voucher to purchase any additional equipment you need
- Team members from across Brazil, further strengthening our culture of diversity
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