Analista de Sucesso do Cliente PL (Health Score)
New
J
JobgetherSaaS
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- Data AnalysisCustomer SuccessSaaSA/B testing
Requirements
- Previous experience working with Customer Health Scores, customer health indicators, or similar customer success metrics.
- Strong investigative mindset and proven ability to identify root causes and solve problems effectively.
- Comfortable working with large customer databases and rapidly changing business scenarios.
- Ability to interpret quantitative data while maintaining a strong qualitative understanding of customer needs and experiences.
- Agility in testing hypotheses, learning from results, and adapting strategies when necessary.
- Strong communication skills and the ability to guide customers through challenging or high-friction situations.
- Strong sense of ownership, taking initiative to identify problems and actively pursue solutions.
- Analytical, proactive, and execution-oriented approach to customer success.
- Experience in SaaS companies is a valuable advantage.
- Experience with experimentation, A/B testing, pilots, or hypothesis-driven initiatives is desirable.
- Previous experience managing or analyzing high-volume customer portfolios is a plus.
Responsibilities
- Analyze Health Score, product usage, engagement, and churn indicators to identify customers showing signs of risk.
- Investigate the root causes of customer friction through data analysis and direct conversations with customers.
- Create and execute rapid tests across customer bases, monitoring outcomes and documenting key learnings.
- Take practical action to resolve identified customer problems and improve their overall experience and product adoption.
- Identify recurring patterns in customer feedback and transform them into actionable insights and intervention plans.
- Work collaboratively with Product, Support, and other teams to investigate and resolve recurring customer issues.
- Develop and validate strategies designed to prevent churn and increase ERP usage and engagement.
- Document successful experiments and help transform proven approaches into scalable customer success processes.
- Continuously evaluate results, adapt hypotheses, and change direction when data or customer feedback indicates a better approach.
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