Customer Success Analyst – Retention

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RD Station

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

☁️ SaaS

🤝 B2B

🛍️ eCommerce

SaaS • B2B • eCommerce

RD Station is a Brazilian SaaS company that provides integrated marketing automation, CRM and customer service solutions. Its platform helps businesses attract and qualify leads, run email and WhatsApp campaigns, create landing pages, automate sales processes, deploy chatbots and manage omnichannel conversations, with analytics and AI features as well as an app marketplace and developer APIs. RD Station targets companies and agencies seeking to connect marketing, sales and support workflows to drive growth and retention.

📋 Description

• Diagnose the customer's situation/problem: Quickly connect via call or Zoom with companies that have requested product cancellation, approaching them in a friendly manner to understand the actual circumstances and the issue that led to the cancellation request; • Solution proposal: After diagnosis, connect the customer's pain points and demonstrate how our solution can boost the results of their digital marketing and sales strategy; • Negotiation: Retention is sometimes effectively a new product/project sale; it may be necessary to renegotiate pricing and contractual terms; • End-to-end process organization: Oversee the customer from the initial cancellation request, support their decision-making process, bring the customer back into the cycle, or conclude their contract journey while maintaining records of interactions, alignments, and qualitative and quantitative information.

🎯 Requirements

• Previous experience in roles involving direct customer negotiation (pre-sales, sales, recovery, collections, renewals, Customer Success); • Resilience to handle difficult negotiations and overcome sales objections with persuasive communication; • Ability to diagnose a company's situation and propose strategies that increase our client's business results; • Multi-tasking profile, able to handle a high volume of demands.

🏖️ Benefits

• Holistic Well-being: We take care of those who drive progress. We pursue the holistic well-being of every employee through initiatives and benefits that enable self-care resources across five pillars: Emotional, Financial, Physical, Occupational, and Social. • Diversity and Belonging: Diversity is what makes us powerful. We actively promote inclusion and a sense of belonging, ensuring that TOTVS is a place where you can be yourself.