Analista de Sucesso do Cliente Pleno - Retenção Preditiva
New
J
JobgetherB2B SaaS
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- SQLArtificial IntelligenceMicrosoft Power BIRESTful APIsCustomer SuccessSaaSLookerData analytics
Requirements
- Professional experience in Customer Success, preferably as a CSM or in CS Operations, with demonstrated experience in customer retention initiatives.
- Previous experience with retention or churn-related cases, ideally within a B2B SaaS environment.
- Strong analytical capabilities, with the ability to identify behavioral patterns, interpret metrics, and transform data into actionable strategies.
- Practical experience or strong proficiency using artificial intelligence, automation tools, and data integrations within Customer Success processes.
- Ability to operate comfortably between high-volume operational demands and the development of strategic, scalable projects.
- Strong communication and content-creation skills, particularly for building persuasive One-to-Many customer journeys and interventions.
- Ability to work with technical concepts such as integrations, API documentation, and webhooks.
- Experience conducting, negotiating, and escalating challenging customer conversations involving sensitive or high-impact situations.
- Familiarity with tools such as Sensedata, Movidesk, or Zapier is a plus.
- Experience with BI platforms such as Power BI, Looker, or Metabase, or basic SQL knowledge, is advantageous.
- Experience presenting dashboards and communicating insights to different audiences is desirable.
- Intermediate English or Spanish is considered an advantage.
Responsibilities
- Manage a One-to-Many retention operation, handling customer requests, cancellation queues, support tickets, and churn-related cases across a Small Accounts portfolio.
- Analyze customer usage, engagement, and historical behavior to identify risk patterns and develop predictive churn and downgrade-prevention strategies.
- Design and implement scalable communication journeys, intervention flows, and retention initiatives that can reach customers efficiently at scale.
- Apply artificial intelligence, automation, and integrated data tools to improve customer triage, personalize interactions, and anticipate cancellation behavior.
- Monitor and analyze key retention indicators, including Churn Rate by logo and MRR, Net Retention Rate (NRR), retention queue response time, and cancellation reversal rate.
- Translate data insights into practical action plans and continuously optimize retention strategies based on performance.
- Conduct benchmarking and research into market trends, emerging AI technologies, automation tools, and Customer Success best practices.
- Create persuasive content, customer journeys, communication flows, and scalable approaches suited to a One-to-Many engagement model.
- Balance operational demands with longer-term projects designed to improve retention processes, automation, and scalability.
- Collaborate with specialist Customer Success and cross-functional teams to continuously improve the effectiveness of retention initiatives.
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