Customer Success Executive managing client relationships and identifying value generation opportunities in the retail sector. Collaborative role focusing on client retention and success with significant emphasis on data - driven insights.
About the role
- Customer Success Analyst focusing on churn prevention at Octadesk. Engaging with clients to enhance retention strategies and monitoring churn indicators.
Responsibilities
- Monitor risk indicators and churn signals based on product usage, NPS, support tickets, and other metrics;
- Execute proactive and reactive actions to prevent imminent cancellations or address critical dissatisfaction;
- Conduct periodic churn analyses (both voluntary and involuntary) and propose action plans by customer segment/profile;
- Engage directly with at-risk customers or those in the cancellation process, with a consultative retention focus;
- Keep churn reasons up to date and support data structuring for deeper analyses;
- Support the creation and improvement of automated retention and recovery workflows;
- Contribute to enhancing the customer journey by sharing churn insights with Product, CS, and Marketing teams.
Requirements
- Bachelor’s degree in Business Administration, Marketing, Communications, or related fields;
- Previous experience in sales, customer success, or related areas (minimum 2 years);
- Knowledge of sales techniques and negotiation;
- Ability to analyze data and performance metrics;
- Excellent verbal and written communication skills;
- Proactive and able to work independently and as part of a team;
- Experience in technology or SaaS companies;
- Familiarity with CRM tools (e.g., Salesforce, HubSpot).
Benefits
- Medical plan;
- Dental plan;
- Meal allowance or food voucher;
- Transportation voucher;
- Childcare assistance;
- Férias&Co (travel benefit);
- Birthday day off;
- Home-office allowance;
- Alphafitness – partnership focused on mental and physical well-being;
- Life insurance;
- Extended maternity and paternity leave;
- WellHub (GymPass);
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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