Develop and maintain strong client relationships, ensuring alignment with customer needs
Provide fast & full answers to clients’ questions and support for their problems
Keep customers informed on new features and best practices to enhance usage
Monitor customer engagement and satisfaction to identify upsell and renewal opportunities
Lead renewal processes and identify growth opportunities within customer accounts
Ensure high retention rate by providing excellent customer success service & support

1+ years of experience in customer success management
Fluency in Portuguese
Advanced communication skills with ability to handle difficult client conversations, build client trust and understand client perspectives
Ability to collect, structure, and filter clients’ feedback, and transfer this to the stakeholders as marketing manager, product manager, and other internal teams
Hands-on experience with customer retention and nurturing relationships with small and medium businesses
Strong analytical skills and data-driven approach
Practical use experience of AI tools and quick software learning ability
Experience working based on KPIs (SLA, CSAT, Retention, Churn, Refunds) and results-oriented execution
Good English proficiency (preferred)
Experience working in a similar Brazilian e-commerce and/or analytical tools’ company (preferred)

100% paid sick leave
Collaboration with colleagues across Portugal, Brazil, Latvia and China, with opportunities for promotions

Customer Success Specialist

Key skills