Data Specialist – Customer Success (CS Ops)

🕒 May 29

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LWSA

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1998

🛍️ eCommerce

☁️ SaaS

🏢 Enterprise

eCommerce • SaaS • Enterprise

LWSA is a pioneering company in digital solutions, providing an extensive ecosystem of services that supports businesses at every stage of their online journey. Specializing in e-commerce, marketplace integrations, ERP management, and digital presence enhancement, LWSA aims to empower entrepreneurs and developers by facilitating their digital transformation. With a commitment to innovative technology and customer-centric solutions, LWSA supports diverse business needs, including logistics, financial services, and customer engagement, positioning itself as a key player in the digital economy.

📋 Description

• The CS Ops Specialist is a technical and analytical role within the Customer Success team. The focus is operational excellence: optimizing processes, structuring the CS pipeline, generating insights from data, and developing the team’s analytical culture. • Structure and optimize the CS pipeline, from commercial handoff through renewal and expansion. • Map, document, and standardize all team processes (onboarding, health score, QBR, escalation, churn prevention). • Identify bottlenecks, inefficiencies, and opportunities for continuous improvement based on data and day-to-day observation. • Ensure processes are applied consistently by the team. • Monitor and structure the "tombamento" pipeline — identifying gateway-base customers who use other acquirers and have migration potential to Vindi Payments. • Create and maintain analytical views that prioritize accounts by tombamento potential (transaction volume, current acquirer, usage profile, lifetime, strong relationship). • Track the conversion funnel for this strategy and generate alerts and reports for the manager and directors. • Work closely with the CS team to ensure opportunities are mapped and moving through the pipeline. • Monitor area KPIs and build analytical views that support managerial and director-level decisions. • Maintain and monitor dashboards in Tableau and Metabase (churn, NPS, health score, expansion, renewal, tombamento). • Cross-reference behavioral, usage, and engagement data to anticipate risks and opportunities. • Consolidate management reports with a business perspective, not just operational metrics. • Ensure Salesforce accurately reflects the CS pipeline and processes. • Maintain data quality and consistency within the platform. • Create and evolve reports, workflows, and dashboards tailored to the CS team’s needs. • Serve as the team’s technical reference for tool usage, without duplicating the CRM team’s scope. • Develop a data culture within the CS team; enable analysts to read, interpret, and use data in daily work. • Create materials, routines, and references that increase the team’s analytical autonomy. • Act as the internal go-to person when the question is “what are the data saying about this customer or portfolio?”.

🎯 Requirements

• Experience in Customer Success operations, CS Ops, or an analytical role within Customer Success teams • Strong knowledge of Salesforce with focus on pipeline management, reporting, and data quality • Experience with Tableau and/or Metabase for dashboarding and analysis • Business acumen: ability to connect operational data to commercial outcomes • Process-oriented, analytical mindset with strong documentation and structuring skills • Autonomy, organization, and clear communication with stakeholders at different levels • Experience in B2B SaaS companies, fintechs, or payments (preferred) • Knowledge of CS methodologies (health score, portfolio segmentation, churn prevention, expansion) (preferred) • Experience with migration or expansion strategies (tombamento, cross-sell) (preferred) • Experience training or evangelizing data culture within teams (preferred)

🏖️ Benefits

• Health insurance • Dental insurance • Meal allowance or food voucher • Childcare assistance • Transportation allowance • Profit-sharing program (PPR) • Day off during birthday month • Life insurance • Wellhub • Férias&Co (travel benefit) • 6 months maternity leave and 20 days paternity leave • Flexible working hours • #Secuida - our Wellbeing Program • Partnerships with various establishments and institutions in education, health, leisure, entertainment, and more