Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Customer Success Manager leading client journeys for an innovative SaaS company in Brazil. Focused on client retention and technical implementation with high-touch relationships.
Responsibilities
- Be the strategic focal point for the portfolio, ensuring active follow-up, smooth communication, and continuous value delivery
- Conduct onboardings, trainings, and follow-up rituals focused on retention and expansion
- Lead technical implementation projects, coordinating with internal teams and ensuring deadlines and quality
- Identify upsell, renewal, and churn risk opportunities based on data, active listening, and success metrics
- Work with indicators such as NPS, CSAT, CES, and Health Score, proposing continuous improvement actions
- Act as the client's partner in problem resolution with a consultative, agile, and delivery-oriented approach.
Requirements
- At least 2 years of experience as a CSM (or similar role), preferably in SaaS or technology companies
- Background in managing mid- or high-touch portfolios, ensuring retention, adoption, and satisfaction
- Ability to lead strategic meetings, train clients, and lead technical implementations
- Experience in negotiation, conflict management, and consultative relationship building
- Strong verbal and written communication, organization, and analytical mindset
- Availability to work hybrid in Esteio (1 to 2 days per week).
Benefits
- Meal allowance of R$35.00/day
- Transportation voucher or commuting allowance
- Doctor Clin health plan (20% co-payment after 3 months)
- Productivity bonus
- Day off on your birthday
- Creative, collaborative environment with autonomy to test ideas and propose improvements.
Job title
Job type
Experience level
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Not specified
Degree requirement
Location requirements
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