Analista de Customer Success

About the role

We are a 100% remote digital marketing agency driven by results and real connections. Strategy, collaboration, and customer experience come together in every delivery. We work with companies of different sizes and segments, always focused on performance, innovation, and building partnerships. Our environment is dynamic, collaborative, and offers space for autonomy, idea sharing, and constant growth.

We are looking for a Customer Success professional to strategically manage global accounts, build client relationships, and oversee their journey, helping each client achieve their goals with clarity, proximity, and a results-driven approach.

Responsibilities

• Conduct relationship, alignment, and follow-up meetings with clients;
• Understand the client’s business and connect their needs to the services offered by the agency;
• Perform diagnostics and propose action plans according to the client’s journey stage;
• Monitor results, indicators, and improvement opportunities;
• Present strategies, insights, and evolution plans to clients;
• Act consultatively in resolving doubts, bottlenecks, and demands;
• Support the definition and monitoring of KPIs, reports, and performance analyses;
• Track account engagement and progress using dashboards and strategic insights;
• Collaborate with internal teams to ensure alignment, delivery quality, and continuous improvement;
• Partner with the commercial team to identify expansion opportunities, upsell, and cross-sell.

Requirements

• Clear, empathetic, and consultative communication;
• Strong interpersonal skills and ease in collaborating across different areas;
• Customer-first mindset;
• Systemic thinking and analytical profile;
• Organization, autonomy, and good time management;
• Proactivity in identifying opportunities, anticipating needs, and proposing improvements;
• Problem-solving ability with a solutions-focused approach;
• Eagerness to learn and interest in constant development;
• Results-oriented and committed to tracking client progress;
• Higher education in Advertising, Business Administration, Marketing, or related fields;
• Prior experience in Customer Success, Customer Service, Account Executive, or Client Relations;
• Advanced English with fluency in conversation;
• Experience with digital marketing and performance analysis;
• Knowledge of CRM, sales funnels, and customer journey;
• Familiarity with customer satisfaction and success metrics such as NPS, CSAT, retention, and expansion;
• Ability to track indicators, generate reports, and propose action plans;
• Experience with onboarding processes, client follow-up, and defining success milestones;
• Organized to document briefings, meeting minutes, action plans, and histories in internal systems;
• Ability to identify upsell and cross-sell opportunities;
• Understanding of market trends, consumer behavior, and digital strategies.

Desirable

• Specialization in Digital Marketing;
• Google certifications;
• Experience with CustomerX;
• Experience with RD Station.

Benefits

• Flexible Benefits Card (Swile) – Monthly balance for meal or food expenses. Access discounts and partners like TotalPass (gyms) and Vittude (online therapy) via the Swile app;
• Home Office Support – Financial aid to help set up your remote workspace;
• Life insurance.

Work model: 100% Remote – Work from anywhere with autonomy and balance. CLT – Formal employment with all labor rights and security. Monday to Friday, 9:00 AM to 6:00 PM, with a 1-hour break.