AI Success Strategist driving customer success through AI initiatives at Zendesk. Owning the AI roadmap and delivering measurable business impact for key customers.
About the role
- Customer Success Analyst managing medium to high complexity client relationships in São Paulo, optimizing retention and expansion strategies. Focused on performance-driven client engagement and satisfaction.
Responsibilities
- Manage a portfolio of medium to high-complexity clients, ensuring retention and expansion;
- Plan and execute Customer Success (CS) routines;
- Develop and maintain relationships with clients;
- Conduct account kickoffs, ensuring timelines and alignment of expectations;
- Assess client maturity and propose short-term actions aligned with strategy;
- Facilitate meetings and presentations, delivering insights on usage, engagement, and outcomes;
- Ensure cadence of QBRs (Quarterly Business Reviews) and strategic alignments;
- Build business cases for upsell and cross-sell opportunities and lead negotiations;
- Develop recovery plans for at-risk accounts and monitor health indicators;
- Prioritize requests based on impact and monitor SLA compliance;
- Coordinate internally with Product, Operations, Finance, and Legal to ensure solution delivery;
- Gather feedback, review processes, and suggest incremental improvements;
- Collaborate with the CS team to review processes and recommend incremental improvements;
- Document learnings and best practices to ensure knowledge continuity;
- Share experiences with peers and support training of junior colleagues.
Requirements
- Previous experience in Customer Success, customer support, or B2B account management (in technology or related fields)
- Consultative, analytical, and results-oriented profile
- Strong communication skills and the ability to lead meetings with decision-makers
- Experience with expansion processes, contract management, and negotiations
- Organized, autonomous, and able to manage multiple priorities
- Intermediate Excel skills (data analysis) and familiarity with CRM, BI, and project management tools.
Benefits
- Health insurance
- Meal allowance
- Transportation allowance
- Home office allowance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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