Customer Success Analyst

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Sklep Recrutamento & Seleção e Consultoria

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Recruitment • B2B • Education

Sklep Recrutamento & Seleção e Consultoria is a Brazil-based boutique consultancy founded in 2017 by Elvira Solyszko that specializes in strategic recruitment and sales consulting. The firm connects companies with sales and other commercial talents, structures commercial operations (processes, KPIs), and delivers sales training and immersive programs to boost team performance. Sklep operates nationally from São Paulo, serves clients across sectors, and has two main units—Recrutamento & Seleção and SalesUP—focusing on hiring strategy and commercial training respectively.

11 - 50 employees

Founded 2017

🎯 Recruiter

🤝 B2B

📚 Education

📋 Description

• Strategically manage the client portfolio, monitoring engagement, health, risks, and opportunities. • Track key success metrics (NPS, churn, expansion, adoption, satisfaction). • Build and maintain check-in routines, performance checkpoints, and follow-up rituals. • Conduct proactive outreach (calls, messages, reminders, follow-ups) focused on progress and value delivery. • Map client needs, achieved results, perceived value, and critical pain points for each client. • Provide feedback with improvement suggestions to the product, marketing, and sales teams. • Ensure renewals and retention, acting proactively to mitigate churn risks. • Develop data-driven Customer Success playbooks, workflows, checklists, and processes. • Record history, organize information, update dashboards, and produce tracking reports. • Identify opportunities for improvement, expansion, and service evolution. • Act as the primary point of contact for relationship, organization, and predictability for both clients and the founder. • Translate key signals from the customer base (behavior, pain points, requests, gaps) to the team.

🎯 Requirements

• 5+ years of experience in Customer Success, Client Relationship Management, or Portfolio Performance. • Experience with CS metrics, portfolio health, forecasting, and renewals. • Bachelor's degree in Business Administration, Marketing, or a related field. • Excellent verbal and written communication skills. • Analytical and results-oriented profile. • Exceptional organizational skills and the ability to manage multiple clients simultaneously. • Mature, relational, and balanced demeanor with a strong sense of responsibility. • Hands-on profile with proactivity and autonomy.

🏖️ Benefits

• Contract type: Contractor (PJ / B2B). • Work regime: 100% remote with availability to attend occasional events. • 20 days paid time off (no salary deduction). • Bonus tied to results and targets.