Analista de Sucesso do Cliente (CSM)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Sucesso do Cliente (CSM) based in Brazil. This role is focused on building strong, long-term relationships with B2B customers and ensuring they consistently realize value from the solutions they use. You will manage a customer portfolio proactively, combining relationship management with retention and growth strategies. The position requires a strong understanding of customer needs, business expectations, and opportunities to strengthen engagement. You will play an important role in reducing churn while identifying relevant upsell and cross-sell opportunities. The role combines autonomy, commercial awareness, empathy, and data-driven customer management. You will collaborate with internal teams to improve processes, share customer insights, and develop strategies that enhance the overall experience. This is an opportunity to join a fully remote, collaborative environment where customer impact, learning, and continuous improvement are highly valued.

Manage a portfolio of B2B customers proactively, maintaining frequent contact and building strong, trusted relationships. Develop and execute strategies and initiatives designed to reduce churn and improve customer retention. Identify and pursue relevant upsell and cross-sell opportunities based on customer needs, usage, and business context. Monitor customer satisfaction and engagement, identifying potential risks and opportunities for improvement. Conduct customer meetings to understand expectations, demonstrate value, align priorities, and define clear next steps. Track customer health and relevant performance indicators to anticipate issues and support proactive account management. Collaborate with internal teams to communicate customer feedback, contribute insights, and help develop new processes and strategies. Maintain organized and accurate information across the customer portfolio, ensuring priorities and follow-ups are effectively managed. Contribute to a customer-centric culture by continuously looking for ways to improve the experience and strengthen long-term partnerships. Requirements Proven experience in Customer Success, preferably as a CSM, Customer Success Analyst, or in a closely related role. Demonstrated experience managing a portfolio of B2B customers independently. Practical experience with customer retention and churn prevention strategies. Experience applying upsell and cross-sell techniques within an account management or customer success context. Familiarity with customer success and business performance metrics such as Health Score, NPS, CSAT, KPIs, and OKRs. Availability to work 40 hours per week. Strong organizational skills and the ability to manage multiple customers, priorities, and information simultaneously. Good negotiation skills, with the ability to align expectations, deadlines, priorities, and next steps. Empathy and a genuine customer-oriented mindset, with the ability to understand different business needs and perspectives. Excellent communication skills for building trust and maintaining effective customer relationships. Collaborative approach and willingness to contribute ideas, insights, and improvements to internal processes. Interest in technology and comfort working in dynamic environments. Experience in a startup or SaaS environment is a plus. Experience with projects involving artificial intelligence is a plus. Familiarity with Pipedrive is a plus. Benefits Fully remote work throughout the entire employment journey. National healthcare plan with no coparticipation. Flexible benefit allocation between meal and food allowances. Educational benefit with discounts of more than 50% on language courses, undergraduate and postgraduate programs, MBAs, mentoring, and other learning opportunities. Discounted access to medications and healthcare products. Work equipment provided, including notebook, headset, mouse, and other necessary tools. Referral bonuses for successful employee referrals. Access to WellHub and TotalPass wellness solutions. Direct interaction with founders and company leadership. Autonomous and supportive work environment that encourages authenticity and individual expression. Collaborative and relaxed workplace culture with a flexible dress code. Dental plan. Extended maternity and paternity leave. Birthday day off. Strong opportunities for learning, professional development, and career growth.

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