Hybrid Senior Customer Success Analyst

at Insight Value

• Job title: Senior Customer Success Analyst
• 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 managing customer relationships and improving client experiences in Brazil's tech health company. Executing strategies to enhance customer success through effective communication and process improvements.

Responsibilities

• Execute and lead customer service and relationship management, ensuring excellence and consistency in the customer experience at every touchpoint;
• Manage the customer journey, proactively identifying questions, needs, and opportunities for improvement;
• Manage interactions via WhatsApp and email, ensuring prompt and effective responses;
• Perform operational and analytical CS activities, keeping records up to date, monitoring KPIs, and contributing to process and process evolution;
• Implement and refine processes, routines, and playbooks defined by leadership, exercising autonomy and critical judgment;
• Collaborate with internal teams (Product, Sales, Support), translating customer feedback into concrete actions for improvement and growth.

Requirements

• Bachelor's degree in Business Administration, Communication, Marketing, Engineering, Commercial Management, or related fields;
• Proven experience in Customer Success, customer service, or B2B customer relationship roles;
• Clear and empathetic communication skills, focused on problem solving and building long-term relationships;
• Strong organizational skills, analytical mindset, and ability to prioritize deliverables in a dynamic environment;
• Proficiency with digital tools (Google Workspace, Excel/Sheets, CRM or similar).
• Experience in technology companies, SaaS, or digital health;
• Knowledge of CS metrics (NPS, churn, health score);
• Ability to design and optimize customer service and success processes;
• Experience with automation of workflows and CRM integrations;

Benefits

• 🏋️ TotalPass benefit;
• 😋 Meal and food allowances;
• 💜 Life insurance;
• 🏥 Health insurance;
• 👶 Daycare assistance (for children up to 6 years);
• 🦷 Dental plan;
• 💊 Pharmacy benefit;
• 🐶 Petlove benefit;
• 💰 Bonus (based on achievement of targets);