Customer Success Analyst – Mid-Level

Contato Seguro | Canal de Denúncias

. Monitor agent behavior, including contracted versus consumed volume, operational stability, and service metrics such as FCR, AHT, and retention rate.

Posted 11/4/2026full-timePorto Alegre • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in B2B Customer Success and Account Management, with a strong focus on interpreting usage data to drive operational efficiency and customer satisfaction. Proficient in leading executive reviews and developing customer engagement models in the Conversational Agents business unit.

Highest-signal resume keywords

B2B Customer SuccessAccount ManagementData InterpretationStrong Communication SkillsExperience with B2B SaaS

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementOperational Metrics AnalysisCustomer Engagement Model DevelopmentCustomer Feedback ConsolidationService Metrics Monitoring

Soft Skills

Active ListeningEmpathySelf-DirectedExecutive Presence

Tools & Technologies

CX PlatformsContact CentersTelecommunicationsAutomation Solutions

Industry Keywords

Conversational AgentsGenerative AIAI AgentsBusiness AdministrationMarketing

About the role

Key responsibilities & impact

Monitor agent behavior, including contracted versus consumed volume, operational stability, and service metrics such as FCR, AHT, and retention rate.
Lead QBRs and periodic executive business reviews, demonstrating project gains and impact.
Identify accounts at risk of disengagement and coordinate adjustments to agent behavior with the technical team.
Work with account executives to identify opportunities to expand the scope of each customer engagement.
Consolidate recurring user and customer feedback to inform the product roadmap and continuous improvement of products and services.
Own customer success after projects go live, ensuring progress, results, and satisfaction.
Help develop the customer service and engagement model for the Conversational Agents business unit.

Requirements

What you’ll need

Currently pursuing or have completed a degree in Business Administration, Marketing, Production Engineering, Information Technology, or a related field.
Experience in B2B Customer Success or Account Management, including experience managing customer projects.
Ability to interpret usage data and connect metrics to operational and financial efficiency gains for customers.
Strong communication skills and executive presence when engaging with CX managers and directors.
Active listening and empathy to understand the customer's operation and its impact on their customers' service experience.
Self-directed and comfortable working in a new and developing business area.
Preferred: experience with B2B SaaS, CX platforms, contact centers, telecommunications, or automation solutions.
Preferred: knowledge of generative AI and AI agents.
Preferred: English proficiency.

Benefits

Comp & perks

Medical insurance
Dental insurance
Performance bonus
Career development plan
Life insurance
Wellhub
Meal and food allowance
Achievement awards
Partnerships with educational institutions
Profit-sharing bonus