Customer Success Analyst, Mid-level

🔥 42 minutes ago

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Knewin

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

📱 Media

💰 Series A on 2020-12

B2B • Media • Public Relations

Knewin is a reputation management company that helps strengthen brand image and engage stakeholders through comprehensive reputation management software. It offers crisis management solutions, media monitoring services, and competitive benchmarking to assess brand performance against competitors. Additionally, Knewin provides strategic PR services to enhance brand authority and visibility in the media, ensuring that companies can navigate their reputation strategically in a changing market.

📋 Description

• Manage an SMB customer portfolio, ensuring adoption, retention and value realization • Oversee and validate actions performed by AI agents, ensuring their effectiveness • Act in a consultative capacity with customers in situations that require relationship management, negotiation or critical analysis • Monitor portfolio metrics and translate data into action plans • Identify expansion opportunities and implement churn mitigation strategies • Propose improvements to playbooks, customer journeys and operational automations • Use AI to personalize communications, prioritize actions and boost productivity • Share learnings and contribute to the development of the processes and agents used by the team • Work closely with Product, Marketing, Onboarding and Support to improve the customer experience

🎯 Requirements

• Experience managing a SaaS customer portfolio in Customer Success • Knowledge of retention, adoption and expansion metrics, and health score • Experience with CRM, Customer Success platforms and automation tools • Analytical capability for data-driven decision making • Familiarity with AI applied to Customer Success • Nice to have: experience in high-volume SMB operations • Nice to have: experience managing a Tech Touch portfolio • Nice to have: knowledge of Product-Led Growth • Nice to have: experience with automation and engagement tools

🏖️ Benefits

• 100% remote work • Comprehensive medical and dental plans • Access to telemedicine services • Programs dedicated to health and wellness • Meal allowance / meal voucher (vale-alimentação / vale-refeição) • Special Christmas meal voucher • Gym membership plan • Home office allowance • Knewin Fit program • Pet health plan • Day off for your birthday • Short Fridays — no make-up hours or salary reduction • Viagem On Happy travel program • Childcare assistance • Extended parental leave: 180 days for mothers and 35 days for fathers • Life insurance • Payroll-deductible loans • Agile, flexible and adaptable work environment • Inclusive culture and commitment to equity