Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Customer Success Operations role at LIV focusing on operational efficiency and growth strategies in education sector. Collaboration with multiple teams to enhance client success and retention.
Responsibilities
- Structure and maintain governance and processes for the Customer Success area (expansion, risk, and renewals);
- Support and lead revenue expansion operations within the customer base (cross-sell and upsell);
- Develop and execute renewal and retention strategies, acting on critical cases;
- Build and evolve the Health Score model and action plans for at-risk customers;
- Define and manage the customer communication cadence in partnership with CS and Marketing;
- Create and monitor dashboards and performance metrics (churn, engagement, renewal forecast);
- Serve as a bridge between CS and internal teams (Sales, Product, Marketing, and Finance).
Requirements
- Previous experience in Customer Success, CS Ops, Revenue Ops, Sales Ops, or related areas;
- Experience with renewals and expansion in B2B accounts;
- Experience with data and metrics (advanced Excel/Google Sheets and dashboards);
- Experience structuring processes and operational routines.
- **Not essential, but we would love if you have:**
- Experience in the education market (EdTech, schools, or educational services);
- Experience with annual models and recurring contracts;
- Familiarity with CRMs (HubSpot, Salesforce, or similar);
- Project management experience.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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