Customer Success Manager at an EdTech SaaS company managing customer renewals and support. Collaborating with leadership to drive engagement and retention in New York.
About the role
- Customer Success Analyst responsible for managing a high-potential SMB portfolio in Brazil's largest Out of Home media company. Engaging in strategic account management and data-driven decision making.
Responsibilities
- Strategic portfolio management (revenue-focused)
- Manage an SMB portfolio with high renewal potential.
- Lead renewal negotiations with a strategic focus on retention and margin.
- Identify upsell and cross-sell opportunities within the OOH media portfolio.
- Act consultatively, aligning clients' marketing objectives with Eletromidia's solutions.
- Develop action plans to mitigate churn and drive expansion.
- 📊 Data intelligence and strategic insight
- Analyze satisfaction surveys (NPS, CSAT, etc.) and cross-reference them with performance, product and revenue data.
- Identify behavior patterns, risks and opportunities within the SMB base.
- Generate actionable insights for the Commercial, Product and Operations teams.
- Support the evolution of the area’s strategic KPIs.
- 🏗️ Building the Customer Success area
- Actively contribute to structuring and evolving Customer Success processes.
- Support the creation of playbooks, follow-up rituals and relationship strategies.
- Serve as a key player in consolidating a data- and retention-oriented culture.
Requirements
- Proven experience in Customer Success.
- Strong commercial skills, with experience in renewals and revenue expansion.
- Advanced analytical capabilities and the ability to turn data into strategy.
- Executive-level communication and negotiation skills.
- Proactive, structured and results-oriented profile.
- ⭐ Differentiators
- Experience in media, advertising or OOH markets.
- Experience working in companies that are building/structuring their CS area.
- Knowledge of CS metrics and frameworks (Health Score, Customer Journey, Playbooks).
Benefits
- 🏥 Medical and dental coverage: greater care and well-being so you can live with peace of mind.
- 🔐 Life insurance: because the future deserves protection too.
- 🍽️ Flexible meal/food card (Meal/Food allowance): choose where to use it and enjoy every meal your way.
- 🚌 Transportation allowance: reliable mobility to commute with more flexibility.
- 💰 Annual profit-sharing (PLR): we hit targets together and celebrate together.
- 💪 Total Pass: support for practicing physical activities.
- 🎉 Birthday day off: our gift so you can enjoy your day.
- 🎁 Prize draws for tickets to various experiences: culture, entertainment and leisure.
- 💻 Hybrid work model and a relaxed work environment.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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