Mid-Level Customer Success Analyst

ASAAS

. Ensure an exceptional customer journey, mobilizing other teams when necessary to resolve requests quickly and efficiently .

Posted 10/31/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success practices and strategies, with a strong focus on customer retention and expansion. Proficient in managing customer portfolios and utilizing data-driven insights to enhance the customer journey and drive satisfaction.

Highest-signal resume keywords

Customer Success PracticesCustomer Portfolio ManagementExecutive Business Reviews (EBRs)Customer Experience (CX)Fintech Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey UnderstandingTouchpoint MappingData AnalysisRetention StrategiesExpansion Opportunity Identification

Soft Skills

CollaborationCommunicationProblem-SolvingOrganizational SkillsCustomer Engagement

Tools & Technologies

Asaas SolutionsAI Utilization

Certifications & Qualifications

Customer Success CertificationCustomer Experience Certification

Industry Keywords

FintechPayment CompaniesCustomer RetentionCustomer LoyaltyCustomer Satisfaction Metrics

About the role

Key responsibilities & impact

Ensure an exceptional customer journey, mobilizing other teams when necessary to resolve requests quickly and efficiently
Monitor satisfaction, engagement, and retention metrics, proposing practical and strategic initiatives
Collaborate with other departments, sharing learnings and insights to improve the customer experience
Manage a customer portfolio using tools and data to support decision-making
Identify cross-sell and upsell opportunities for Asaas solutions
Document and follow up on requests in an organized manner, ensuring process predictability
Present best practices for using Asaas solutions
Drive customer retention and loyalty through personalized, value-focused action plans
Manage customers with complex needs, tracking outcomes and anticipating bottlenecks
Lead strategic meetings on a defined cadence, monitoring key metrics and targets
Prepare and present reports to support customer decision-making

Requirements

What you’ll need

Completed or ongoing higher education, preferably in Business Administration, Marketing, Information Systems, or Financial Management
Advanced experience with Customer Success practices and strategies
Experience managing customer portfolios
Experience conducting EBRs (Executive Business Reviews)
Experience identifying expansion opportunities
Results- and retention-oriented approach
Experience with direct responsibility for retention and expansion
Experience in fintech or payment companies
Intermediate knowledge of Customer Experience (CX)
Understanding of the customer journey
Knowledge of touchpoint mapping
Consistent use of AI at work to increase speed and scale
Certifications in CS and CX are a plus
Intermediate English and/or Spanish proficiency is a plus
Availability to work 8 hours per day, Monday through Friday

Benefits

Comp & perks

Medical and dental insurance with no copay
Life insurance
Medication allowance
Fitness allowance
Four free therapy or nutritionist sessions per month
Quick massage at headquarters
Flexible food allowance on a Visa card
Free food at headquarters
Childcare allowance
Parental support program
Extended maternity and paternity leave
In-house training platform
Education allowance covering 70% of undergraduate and language tuition, as well as the purchase of courses and books
Home office allowance
Work equipment
Home-office furniture allowance
Partnership with WOBA for access to coworking spaces throughout Brazil
Birthday-month day off
Happy hour allowance
Referral bonus for new hires
Annual performance-based bonus
Stock option plan
No dress code