Hybrid Senior Customer Success Analyst – Churn Focus

at LWSA

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

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);