Customer Success Operations Analyst

Summary

Join Digibee's dynamic team as a Customer Success Operations (CSOps) Analyst! You will optimize and operationalize customer success processes, ensuring clients maximize value from our iPaaS solutions. Collaborate with various teams, develop and implement workflows, create playbooks and track KPIs, analyze customer data, and contribute to retention and expansion strategies. You will also create dashboards and reports, manage the Customer Success Management System, and train the CS team. This role requires experience in CSOps, strong data analysis skills, and experience with relevant platforms. A bachelor's degree in a related field is also necessary.

Requirements

• Previous experience in Customer Success Operations or similar roles
• Strong data analysis skills and experience with BI (Business Intelligence) tools
• Experience with Customer Success Management platforms (preferably Planhat)
• Excellent communication skills and ability to work collaboratively
• Proactive, results-driven mindset with strong problem-solving abilities
• Bachelor's degree in Business Administration, Information Technology, Engineering, or related fields

Responsibilities

• Collaborate with the Customer Success Management, Support, and Solutions Architect teams to ensure continuous value delivery to customers
• Develop and implement daily processes and system workflows (Planhat), ensuring proper governance
• Create and manage playbooks, tracking deadlines and responsibilities while providing visibility on key KPIs
• Define, collect, analyze, and communicate KPIs that are critical to managing the customer journey, identifying risks, and spotting opportunities
• Contribute to customer retention and expansion strategies
• Analyze customer engagement and usage data to identify areas for improvement and potential risks
• Monitor and maintain the Customer Health Score
• Track CSM activities to ensure customer engagement aligns with planned strategies
• Ensure data compliance related to customer management, lifecycle phases, conversion rates, and other relevant metrics
• Track customer renewals
• Create and maintain dashboards and reports that provide actionable insights for the Customer Success team
• Manage the configuration and maintenance of the Customer Success Management System
• Train and empower the CS team with best practices and CSOps tools

Preferred Qualifications

• Experience working in SaaS or iPaaS companies
• Customer Success certifications or related credentials
• Knowledge of Agile methodologies

Benefits

• We’re remote first, with a flexible working schedule
• Health care and Odonto Plan
• R$ 1.200,00/month on Caju card (for food and meal allowance, mobility, home office supplies, culture, health, and education)
• Life insurance
• Child care assistance
• Gympass
• English course: we have a partnership for group classes for R$100 monthly
• Equity Program (RSUs)