Conduct strategic touchpoints with the client base;
Monitor account health to take preventive actions against churn;
Support crisis management to negotiate client retention;
Analyze and drive upsell opportunities within the portfolio;
Present commercial proposals for services;
Negotiate with clients who want to reduce their monthly investment;
Act as the guardian of the client's contract, coordinating with the Legal department when necessary;
Perform configurations in Ploomes together with clients when strategically required;
Record diagnostics, interactions, and negotiations clearly and comprehensively in the internal tracking tool;
Continuously pursue training related to the product, clients' business models, and negotiation;
Participate in and propose improvements to the Customer Success team's processes.

Experience in customer success, retention, or negotiation for B2B clients;
Experience working in SaaS companies;
Ability to manage multiple demands with strong organizational skills;
Sense of urgency and the ability to prioritize;
Clear and concise written and verbal communication;
Customer relationship techniques, objection handling, negotiation, and demand management;
Agile and results-oriented profile.

Nice-to-haves 🎯

Knowledge of the Sales Funnel: understanding the funnel stages and how to apply them to the customer journey, from prospecting to retention;
Hands-on experience with CRM: having used CRM systems daily for client management and opportunity tracking;
Data-oriented mindset: ability to turn CRM-extracted information into insights for decision-making.

Customer Success Analyst – Mid-level

Key skills