Mid-level Customer Success Analyst — Key Accounts

Responsibilities

• Operate in a high-touch model, delivering personalized and strategic interactions with customers according to the team's strategic direction;
• Lead periodic meetings (QBRs) and training sessions with consultative, solution-oriented interactions, identifying risks and opportunities related to adoption, retention, and customer satisfaction;
• Monitor customer health indicators, ensuring proactivity and prioritization in account management;
• Anticipate churn signals, engage in negotiations and recovery plans, and collaborate with internal teams to resolve critical blockers;
• Identify and nurture upsell and cross-sell opportunities;
• Represent the voice of the customer in internal forums and coordinate actions with Product, Services, Support, and Sales teams;
• Collaborate with internal teams to ensure a consistent customer experience and contribute to the continuous improvement of the Customer Succe...