Hybrid Senior CS Ops Analyst

at Aegro

• Job title: Senior CS Ops Analyst
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Python, SQL
• Location requirements: Hybrid, Porto Alegre, Brazil

About the role

• Customer Success Analyst working directly with Aegro’s clients in the agricultural sector. Focused on maximizing software efficiency and driving customer satisfaction through data analysis and operational support.

Responsibilities

• Implement, monitor and improve Customer Success metrics and analyses (NPS, CSAT, churn, health score, onboarding, expansion, etc.), creating dashboards, reports and behavioral studies to support leadership decision-making;
• Perform team performance analyses, contributing to increased productivity, portfolio coverage and action efficiency, and proposing continuous improvement initiatives;
• Ensure integration, configuration and optimization of CS tools and processes, including HubSpot, automations, playbooks and operational workflows;
• Produce analyses and monitor churn behavior patterns, managing and activating risk signals and proposing interventions;
• Build analyses/models to identify accounts likely to expand (upsell and cross-sell);
• Collaborate on defining and tracking team objectives aligned with the company’s strategic plans;
• Lead projects and initiatives in partnership with other areas of the company;
• Support the CS team in the use of Artificial Intelligence tools, advising on best practices and monitoring outputs;
• Structure, optimize and document the processes, flows and tools that support the Customer Success operation;
• Trigger automated communications and campaigns according to operational needs.

Requirements

• Minimum of 3 years of hands-on experience in the activities described, preferably at SaaS companies.
• Experience in data analysis and business analysis;
• Experience with HubSpot;
• Experience in process design;
• Knowledge of data query languages (SQL, MQL);
• Knowledge of Python;
• Strong skills in data analysis, metrics and dashboard creation (Excel, Google Sheets, Power BI, Looker).

Benefits

• 🚌 Commuting allowance (transportation voucher) — to support your mobility.
• 🍽️ Meal allowance or food benefit at Caju — flexible use for groceries, restaurants or delivery.
• 🏠 Home office allowance at Caju — extra support to cover electricity, internet and make your workspace more comfortable.
• 🦷 Dental plan (national coverage) — for you and your family.
• 🩺 Bradesco health plan (national coverage) — no waiting period, to care for you and your family from day one.
• 🧠 Caju Health — two free sessions per month with psychologists and nutritionists to support mental and physical well-being.
• 💪 Wellhub — facilitated access to gyms and physical and mental wellness platforms.
• 🎉 Birthday day off — an extra day off in your birthday month to celebrate your way.
• 💳 Partnership with Creditas — access to loans with lower interest rates if you need financial relief.
• 🎓 Development support — hard and soft skills content to support your learning.
• 🚀 Referral program — refer great people to our team and earn a reward at Caju!