Mid-Level Customer Success Analyst – B2B SaaS
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Job Description
Analista de Sucesso do Cliente B2B gerenciando onboarding, adoção e retenção na Qualifica. Consultoria de contas para impulsionar resultados no hub de benefícios da Mlearn.
Responsibilities:
- Lead onboarding for new customers, including implementation, configuration, initial access, and training teams on Connect and the contracted services
- Build and track customer-specific action plans with clear owners and deadlines
- Serve as the primary point of contact for the account
- Lead regular business reviews and strategy reviews
- Respond to customers’ day-to-day requests
- Monitor portfolio health in the CRM and platform usage reports
- Track adoption, engagement, and risk signals
- Take proactive action to prevent cancellations
- Identify expansion opportunities, such as additional licenses, plan upgrades, or new services
- Share customer feedback with the product, sales, and support teams
Requirements:
- Experience in Customer Success, account management, customer service, or B2B sales
- Experience in SaaS, technology, education/online learning, telecommunications, ISP, or internet service provider environments is a strong plus but not required
- Clear written and verbal communication skills
- Comfortable working with numbers and analyzing usage reports
- Knowledge of Google Sheets
- Experience with CRM systems, especially HubSpot
- Ability to listen effectively and navigate difficult conversations
- Currently pursuing or completed a bachelor’s degree in any field
- Knowledge of customer onboarding, ongoing engagement, and retention processes
- Previous proven experience in B2B Customer Success is preferred
- Availability to work under a CLT employment arrangement
Benefits:
- Medical and dental insurance
- Meal and food allowances
- Home office allowance
- Career and salary plan
- SESC benefits
- Employee ownership plan
- Career development plan
- Profit-sharing bonus
- Flexible working hours
- TotalPass
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