Customer Success Analyst – Retention

Aegro

. Conduct retention conversations with customers who have requested cancellation or indicated an intention to leave .

Posted 10/10/2026full-timeFlorianópolis • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer retention strategies, complaint resolution, and effective communication, utilizing AI tools for data analysis and productivity enhancement. Capable of managing churn pipelines and providing actionable insights to improve customer satisfaction.

Highest-signal resume keywords

Customer Retention ExperienceComplaint HandlingNegotiation SkillsCRM ProficiencyAI Tools Utilization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RetentionComplaint ManagementCancellation NegotiationData AnalysisChurn Pipeline Management

Soft Skills

EmpathyEmotional IntelligenceActive ListeningOrganizational SkillsClear Communication

Tools & Technologies

CRM ToolsAI Tools

Industry Keywords

B2B Customer RelationsOmbudsman ServicesAgribusiness Sector

About the role

Key responsibilities & impact

Conduct retention conversations with customers who have requested cancellation or indicated an intention to leave
Understand the underlying reason for cancellation and propose the best solution for each case
Build and execute save plans, including offers, renegotiations, and action plans, in accordance with Aegro’s guidelines
Receive, address, and follow up on customer complaints and escalations
Ensure clear, timely responses
Serve as the point of contact in critical situations, guiding the customer through to resolution
Identify recurring complaints and turn them into concrete improvement recommendations
Use AI tools to support analysis, organize information, and improve productivity
Bring customer insights and feedback to internal teams

Requirements

What you’ll need

Experience in customer retention, ombudsman services, or B2B customer relations
Experience negotiating and reversing cancellations
Ability to deal with dissatisfied customers and difficult conversations
Experience handling complaints and escalations
Strong organizational skills to manage multiple cases simultaneously
Experience managing a churn/cancellation pipeline
Experience with CRM and data analysis tools
Strong analytical skills and active listening
Excellent communication, empathy, and emotional intelligence
Clear writing for records and formal responses
Ability to influence customers and bring their feedback into the company
Experience with AI tools applied to work, using them critically and productively
Experience or familiarity with the agribusiness sector is a plus

Benefits

Comp & perks

Hybrid work model (Florianópolis, Santa Catarina), combining on-site and remote work
Caju meal and food allowance
Home office allowance
Transportation allowance
Bradesco health insurance with nationwide coverage and no waiting period for you and your dependents
Dental insurance with nationwide coverage for you and your dependents
Wellhub membership, providing access to gyms, studios, and wellness platforms
Conexa Saúde, offering access to psychologists and nutritionists
Birthday day off
PPR: financial bonus linked to company results
Referral Program, with rewards credited through Caju
Partnership with Creditas, offering special terms for loans and financial solutions