Hybrid Customer Success Analyst, Mid-level

at Intelipost

• Job title: Customer Success Analyst, Mid-level
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Customer Success Analyst managing strategic accounts in logistics at Pegaki. Focused on performance and maximizing customer operations.

Responsibilities

• Monitor clients' operational health, acting proactively to mitigate risks that could impact SLAs, performance metrics, and potentially lead to churn or dissatisfaction.
• Serve as the client's voice within Pegaki, ensuring compliance with commercial and operational processes and agreements, coordinating with relevant teams to achieve customer satisfaction.
• Develop deep knowledge of clients' operations, turning insights into structured feedback, process improvements, and scalable, repeatable best practices.
• Ensure a positive and consistent customer experience throughout the entire customer journey;
• Plan, structure, and lead periodic strategic meetings with clients;
• Act as the client's focal point for critical or sensitive issues, ensuring issue resolution, conflict management, and strategic prioritization of tickets, while ensuring internal visibility of any operational gaps.
• Collaborate with key departments to promote a 360° view of the customer within the company;
• Identify growth, expansion, and new business opportunities, strategically contributing to increasing account value through analysis of client data and metrics;
• Contribute to the implementation and continuous improvement of processes.

Requirements

• Bachelor's degree in Logistics, Engineering, or a related field;
• Previous experience in Customer Success;
• Experience in supporting and managing Key Accounts;
• Knowledge of logistics;
• Intermediate level in Excel and PowerPoint;
• Intermediate level of English;
• Familiarity with managing the client's day-to-day operations;
• Analytical skills, organizational ability, and project prioritization;
• Excellent verbal and written communication skills;
• Didactic approach with strong customer focus;
• Passion for people, collaboration, and problem solving.

Benefits

• Meal/food allowance (VR/VA): BRL 924.00 monthly (flexible)
• Health plan for you and special conditions for your loved ones
• Dental plan
• TotalPass (fitness/wellness benefits)
• Childcare assistance
• And more...