Hybrid Customer Success Analyst, Mid-level

at Minha Biblioteca

• Job title: Customer Success Analyst, Mid-level
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Customer Success Analyst at Minha Biblioteca managing strategic client accounts and improving activation workflows for client satisfaction. Coordinating internal processes for customer engagement and account retention.

Responsibilities

• Account management to maintain and expand the client base: Independently manage a portfolio of clients to strengthen relationships and increase the user base;
• Identify opportunities and improve product activation and outreach flows with clients: Analyze and propose improvements to activation and platform promotion processes;
• Interface with cross-functional teams: Serve as the liaison between clients and internal teams to resolve operational issues;
• Contribute to building processes that drive new business: Support the design and implementation of processes that promote business expansion;
• Proactive management of large/key accounts: Manage a high-value client portfolio, focusing on strengthening relationships and identifying opportunities to increase contract value;
• Develop upselling strategies for high-value accounts: Create and implement targeted upsell strategies for strategic clients to maximize account value;
• Coordinate retention actions for at-risk high-value accounts: Implement retention strategies for high-value accounts showing signs of churn risk;
• Maintain and update CRM records through contacts made by phone, email, and social media;
• Conduct platform training for clients and partners.

Requirements

• Bachelor's degree (completed);
• Experience in Customer Success;
• Ability to manage a portfolio of strategic clients, prioritizing requests and activities;
• Ability to lead high-performance projects with responsibility, commitment to deadlines and targets, accuracy in reporting, and readiness to handle urgent or special requests;
• Must be based in São Paulo (city or Greater São Paulo).
• **Differentials:**
• Postgraduate degree or MBA;
• Experience working in Customer Success for EdTech systems;
• Familiarity with agile methodologies (Scrum, Kanban, etc.);
• Experience with CRM systems and ticketing/issue management.
• **Competencies:**
• Energetic and consistently customer-success oriented;
• Strong interpersonal and teamwork skills;
• Strong communication and relationship-building skills.

Benefits

• Medical and dental insurance (coverage extendable to dependents);
• Meal voucher;
• Monthly stipend;
• TotalPass (corporate wellness platform);
• WellHub;
• Day off during your birthday month;
• Access to Minha Biblioteca's collection of over 15,000 books;
• Performance management with tools that support career development