Mid Customer Success Analyst
Shape Digital · São Paulo, SP, BR
A Customer Success Analyst conducts follow\-ups, analysis, and consultative initiatives to act as a strategic partner for Enterprise customers during the post\-implementation and sustaining phases of the customer journey This professional will be responsible for driving continuous adoption, customer satisfaction, retention, expansion opportunities, and long\-term value realization for enterprise B2B software solutions focused on data analytics, AI/ML, reliability, and Industry 4\.0 initiatives. The ideal candidate combines strong customer relationship management skills, operational and technical understanding, and a consultative mindset capable of translating complex technical scenarios into measurable business outcomes. **Responsibilities:** * Act as point of contact for Enterprise customers during sustaining and post go\-live phases; * Sustain customer relationships, expectations, priorities, and ongoing strategic initiatives; * Ensure continuous adoption and long\-term value realization of Shape Digital solutions; * Conduct executive, technical, and operational follow\-up meetings; * Support in QBRs (Quarterly Business Reviews) and EBRs (Executive Business Reviews), translating technical indicators into clear business outcomes; * Monitor and proactively manage customer health indicators such as CSAT, NPS, Health Score, adoption, engagement, and churn risks; * Develop and execute customer success plans, mitigation plans, and continuous improvement initiatives; * Coordinate recurring demands, incidents, escalations, and enhancement initiatives with Engineering, Product, Data, and Support teams; * Partner with Sales teams on renewals, expansion, cross\-sell, and upsell opportunities; * Act as the voice of the customer, contributing to product evolution, reliability, and service quality improvements; * Support customer follow\-ups, and operational maturity initiatives; * Build strong relationships with both technical and executive stakeholders; * Drive customer\-centric initiatives focused on operational excellence and measurable business impact. **Requirements** * Bachelor’s degree in Engineering, Information Technology, Business Administration, or related fields; * Proven experience in Customer Success, Technical Account Management (TAM), Service Management, Enterprise Account Management, or related roles; * Experience with Enterprise B2B Software solutions in industrial environments; * Hands\-on experience managing customer sustainment, long\-term customer relationships, and recurring revenue models; * Strong ability to engage with technical teams and translate technical complexity into business value; * Experience working with cross\-functional teams including Engineering, Data, Product, and Sales; * Excellent communication, stakeholder management, and consultative skills; * Analytical mindset with strong problem\-solving capabilities; * Experience managing action plans, escalations, incidents, and continuous improvement initiatives; * Intermediate or advanced English proficiency; *Nice\-to\-have (plus)*: * + Background in industrial operations, maintenance, asset reliability, or industrial engineering; + Experience in Oil \& Gas, Energy, Mining, Manufacturing, or other asset\-intensive industries; + Familiarity with Industry 4\.0 concepts, AI/ML applications, predictive maintenance, PIMS, OPC, or PI System; + Knowledge of ITIL, service management, or operational excellence methodologies; + Experience with Customer Success metrics such as NPS, CSAT, churn, Health Score, adoption, and NRR. **Benefits:** * **PPR (Profit Sharing):** Possibility of extra compensation based on the company’s results, according to your performance. * **Health and Dental Plan:** To ensure your care and well\-being! * **Flexible Benefit:** Receive an amount that can be used according to your needs, including food, transportation, education, culture, and health. You decide how to use it! * **Flexible Hours:** Work at the best time for you and have a better quality of life. * **Massages and Manicure in the Office:** So you can relax and feel good about yourself. * **TotalPass:** To keep your health in check and take care of your body. * **Zenklub:** Access to mental health and emotional well\-being support. * **Inclusive Environment:** We value diversity and always strive to create a space where everyone can be authentic, respected, and feel part of something bigger. * **Day off in Your Birthday Month:** A day off in your birthday month to celebrate in any way you prefer * **Extended Maternity/Paternity Leave:** So you can enjoy this important time with your family, with peace of mind that your professional life will remain well\-supported. * **Childcare Assistance:** To support you with the care of your young children. * **Continuous Individualized Development Support:** We offer support for your professional growth, respecting your personal needs and goals. * **Culture and Well\-being:** We create an environment that values menta