Hybrid Customer Success Analyst – Junior (Retention)

at Ambar

• Job title: Customer Success Analyst – Junior (Retention)
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Customer Success Analyst focused on client retention in the construction sector. Engage and communicate with clients to prevent cancellations and improve service experience.

Responsibilities

• Provide outbound and inbound support via chat and WhatsApp to clients requesting cancellation due to project completion, ensuring clear, empathetic communication and advanced-level written skills.
• Work strategically on customer retention, identifying opportunities to reverse churn (planned and unplanned), offering appropriate alternatives such as extensions, pauses, plan changes, or other commercial arrangements.
• Analyze the reason for cancellation critically and consultatively, distinguishing between planned churn (scheduled project completion) and unplanned churn, and accurately record information in the system.
• Apply negotiation and persuasion techniques, respecting the client's context and company policies, focusing on minimizing losses and maximizing retention or customer value.
• Update and maintain detailed records of interactions, ensuring data quality, traceability of decisions, and support for churn and retention metrics analysis.

Requirements

• Bachelor's degree completed or in progress in any field; a degree in Civil Engineering is a plus.
• At least 1 year of prior customer service experience, preferably in Customer Success (CS) or Customer Experience (CX).
• Specific experience with cancellation processes, with an understanding of best practices to ensure an optimal customer experience.
• Strong communication: Ability to communicate clearly and persuasively, both verbally and in writing.
• Resilience: Ability to handle rejection and challenges while maintaining motivation and focus on goals.
• Flexibility: Adapt to different situations and demands, adjusting approaches as needed.
• Proactivity and ownership: Strong sense of responsibility for results and willingness to take initiative to achieve goals.

Benefits

• Work modality: Hybrid (2 days in-office / 3 days remote) — Home office allowance BRL 70.00.
• Mobility benefit options (commuter pass/VT, fuel allowance, or parking).
• Meal voucher: Subsidized by the company BRL 35.00/day (paid via Flash Benefícios card).
• Health insurance: Porto Seguro Prata Mais for employee and dependents (no monthly fee for the employee; dependent premiums apply).
• Dental plan: Sul-América with no copayment.
• Mental health program.
• Life insurance.
• Partnerships with universities and language schools to support continued education.
• Pharmacy agreements — Drogaria São Paulo and Drogaria Pacheco.
• Sesc partnership.
• Total Pass (discounts on gyms and sports).
• Day off during the birthday month.
• Extended paternity leave: 20 consecutive days.
• Extended maternity leave: 180 consecutive days.
• Childcare assistance.