Customer Success Analyst, Mid-level

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Goomer

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

☁️ SaaS

🤝 B2B

💰 Non Equity Assistance - Goomer on 2022-06

SaaS • B2B

Goomer is a SaaS platform that provides digital menu and ordering solutions for restaurants and foodservice businesses. It offers commission-free delivery ordering via WhatsApp, tablet-based menus, QR-code menus, and self-service totems, with integrations to POS/PDV systems and delivery services, analytics for operations, and tools to reduce costs and increase revenue.

📋 Description

• Monitor and interpret indicators on the CSM Portfolio Dashboard - 360° view to prioritize risks and opportunities. • Execute and drive consistent actions from playbooks for Risk Stage, Critical Cases, and Involuntary Churn. • Conduct retention conversations and medium-complexity negotiations. • Make strategic contacts focused on improving Health Score, engagement, and product adoption. • Lead retention conversations, provide functional support, operational guidance, and clarify features of the contracted solution. • Analyze root causes of churn and propose consistent improvements. • Work together with Support on recurring issues, relevant technical cases, and action plans. • Actively participate in the flow of integrations with other systems, ensuring a consultative approach and risk reduction. • Support the Commercial team by identifying clear upsell, upgrade, and cross-sell opportunities. • Participate in the creation and continuous improvement of playbooks. • Assist the team with technical knowledge, best practices, and execution examples.

🎯 Requirements

• Experience managing a portfolio of customers in Customer Success. • Experience handling conflicts, acting with maturity and a consultative posture. • Ability to solve medium-complexity problems autonomously with a solution-oriented focus. • Consultative, clear, customer-oriented communication. • Experience with CRM tools, especially HubSpot (or similar). • Ability to analyze data and run queries in Metabase. • Proficiency with Google Workspace (Google Meet, Sheets, etc.). • Strong sense of responsibility, organization, and self-management. • Collaborative mindset and team-oriented approach. • Act as a reference, contributing to collective growth and the quality of deliveries.

🏖️ Benefits

• CLT employment (Brazilian labor contract) to provide greater security • Remote work, allowing you to work from where you feel best • Flash meal allowance of R$ 770/month • Goomer wellness allowance of R$ 120/month to invest in what makes you feel good • Unimed Seguros health plan at no cost to you • Odontoprev dental plan, also at no cost • Life insurance and care leave • 6-month maternity leave • 2-month paternity leave • Childcare assistance • Gym partnerships (Wellhub) • Educational benefits and partnerships with English-language schools • Birthday day off (take a day off during your birthday month)