Mid-Level Customer Success Planning and Performance Analyst

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Caju

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💳 Fintech

👥 HR Tech

☁️ SaaS

💰 $4M Undisclosed on 2025-01

Fintech • HR Tech • SaaS

Caju is a Brazilian payment institution and HR platform that centralizes employee benefits, expense management and HR processes in a single, integrated solution. Authorized by the Banco Central as an institution of payment, Caju offers cards and a mobile app, multibenefits administration (CLT, PAT, flexible), expense and reimbursement workflows, mobility and wellbeing services, and acts as a banking correspondent for payroll lending. The company focuses on B2B customers—serving small to large employers—to simplify HR operations, improve employee engagement and provide financial-services features with regulatory compliance.

📋 Description

• Leverage AI to accelerate analyses and daily productivity, and to explore and build solutions (agents, automations, copilots) that scale the operation's intelligence. • Document processes and assumptions for information management and for AI adoption. • Act as a strategic partner to Customer Success leadership in defining and tracking the key health metrics for the SMB (PME) portfolio (e.g., portfolio coverage, NPS, churn, expansion). • Translate retention, engagement, and expansion targets into operational goals for the CS team, ensuring a scalable and segmented approach to the customer portfolio. • Ensure predictability of recurring revenue by analyzing churn, contraction (downgrades), and identifying expansion opportunities (upsell/cross-sell) at scale. • Structure analyses of the customer base to identify usage patterns, mass churn risks, and levers for growth and engagement. • Develop and maintain dashboards and reports that provide CS leadership with a clear view of portfolio health, team performance, and the impact of initiatives. • Monitor and optimize SMB customer journey metrics, such as onboarding time and adoption levels of key features. • Actively participate in CS team rituals, providing data-driven insights about the portfolio to support strategic and tactical decisions. • Serve as a bridge between Product, Marketing, and Data teams and the CS team to ensure SMB customer needs and feedback are addressed effectively. • Propose and implement process and automation improvements focused on scaling, efficiency, and consistency in customer servicing and portfolio management. • Contribute to the definition and review of retention goals and strategies based on analysis of customer behavior and portfolio performance.

🎯 Requirements

• Bachelor's degree, preferably in quantitatively oriented fields: Engineering, Statistics, Economics, Business Administration, or related areas. • Solid experience in data manipulation and analysis, from querying information to translating it into actionable business insights. • Previous experience in commercial planning, Sales Operations, CS Operations, or equivalent BI/Planning roles supporting revenue areas. • Hands-on experience setting and/or managing targets and performance indicators. • Proficiency in SQL, Excel, and data manipulation and visualization tools (e.g., Metabase, Databricks, Power BI). • Comfortable presenting results and recommendations to stakeholders at different levels, including executive leadership. • Analytical curiosity and diligence in working with data.

🏖️ Benefits

• Caju Card, offering flexible use of benefits (Meal, Grocery, Mobility, Health, Home Office, Culture and Education) • Health insurance with no co-pay • Zenklub — online therapy and coaching sessions to support mental health • Wellhub • We encourage language learning through a partnership with Rosetta Stone • Recharge Day — additional day off • Conexa Saúde — online medical consultations • Childcare allowance • Partnership with Alura (online learning platform) • Remote work — work from anywhere within Brazil • We provide work equipment • Many growth opportunities — we are growing and hope you will help us do that!