Senior Customer Success Analyst (Remote)

Overview

We are looking for a passionate Senior Customer Success Analyst who is dedicated to building relationships, solving challenges, and ensuring our customers achieve extraordinary results with our solutions.

In Short

• Manage a portfolio of clients, building trust and acting as a focal point for their needs and strategies.
• Map and optimize the customer journey, identifying opportunities for engagement, retention, and expansion.
• Analyze customer performance data (using tools like Looker, Power BI) to identify trends, churn risks, and improvement opportunities.
• Develop and present customized success plans aligned with each client's business objectives.
• Prevent and resolve conflicts, ensuring customer satisfaction and loyalty.
• Conduct satisfaction surveys and feedback, turning insights into actionable steps.
• Collaborate with internal teams (Sales, Product, Support) to ensure a cohesive and high-value experience for the customer.
• Ensure compliance with regulations (such as LGPD and Consumer Protection Code) in Customer Success processes.
• Work with integrations and understand programming logic to better assist clients in using our platforms.

Requirements

• Minimum of 3 years of experience in Customer Success.
• Experience with high-touch service in CS.
• Proven experience in process mapping, customer journey, retention strategies, churn prevention, and survey analysis.
• Solid experience in creating and analyzing dashboards and indicators (using Looker, Power BI, and/or related tools).
• Previous experience as CS in SaaS or technology companies.
• Knowledge of databases.
• Knowledge and experience with LGPD guidelines and other consumer-related laws.
• Basic knowledge of integration, APIs, and programming logic.
• Previous experience in companies with well-defined processes and regulations.
• Strong empathy, excellent time management, clear and effective communication (oral and written), developed emotional intelligence, strong conflict resolution skills, and teamwork ability.

Benefits

• 100% remote work with flexible hours.
• Zenvia Care is our benefits program for you and your family.
• Healthcare: health and dental insurance with no co-participation for the employee and the option to include dependents, life insurance, telemedicine, medical specialties.
• Wellness care: payroll loans after 3 months of employment, day off on birthday, TotalPass, plus sports and nutritional coaching and free telepsychology including for dependents.
• Parental care: extended maternity and paternity leave, pregnancy monitoring, and childcare assistance up to 71 months.
• Remote Care: policy for those wanting to temporarily relocate, R$1,500.00 to assist with home office equipment, monthly home office assistance of R$250.00 with the option to allocate R$50.00 to Private Pension, Alelo Tudo worth R$950.00 in Meal/Food vouchers or flexible benefits, and partnership with Woba for co-working spaces throughout Brazil.
• Career: internal mobility program, language program, and access to a Learning Hub for your development and to help you activate your potential and design your career at ZENVIA.
• Participation in results, because you helped build them.
• Direct connection with colleagues from other countries and an informal work environment where colleagues share knowledge, collaborate, and learn together.
• Transparency, open dialogue, and security for everyone to be who they want to be are essential for us.