Senior Client Success Manager leading integrated campaigns at The Drum while managing key accounts and client relationships. Supporting junior colleagues and driving best practices in the Client Services function.
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Hybrid Junior Customer Success Analyst – Small Accounts, Digital First
Posted 15 hours ago
About the role
- Analista de Customer Success Jr managing a portfolio of small clients at a tech startup. Focusing on engagement and retention while preventing churn.
Responsibilities
- Manage a portfolio of SMB clients with a focus on scalability
- Conduct onboarding and activation journeys for new customers
- Monitor account health metrics (engagement, usage, churn risk)
- Carry out digital communications (email, WhatsApp, campaigns, occasional calls)
- Proactively work to prevent churn
- Identify upsell and cross-sell opportunities
- Ensure organization and upkeep of information in the CRM (e.g., HubSpot)
- Support the creation and improvement of CS playbooks and processes
Requirements
- Initial experience in customer service, support, or Customer Success
- Strong written and verbal communication skills
- Organized and able to manage multiple clients simultaneously
- Analytical, data-oriented profile
- Familiarity with CRM systems (advantage: HubSpot)
- Desire to learn and grow in Customer Success
- Experience with SMB portfolios or scaled support (advantage)
- Experience with CS metrics (NPS, churn, engagement) (advantage)
- Experience with automation tools (advantage)
Benefits
- Flexible working hours
- Birthday day off
- Totalpass
- Health insurance
- Dental insurance
- Life insurance
- Food allowance
- Meal voucher
- Transportation voucher
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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