Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Junior Customer Success Analyst managing B2B client accounts for retention and expansion at Ploomes. Focused on delivering optimal solutions and value to clients.
Responsibilities
- Conduct strategic touchpoints with the customer base;
- Monitor account health to take preventive actions against churn;
- Support crisis management to negotiate client retention;
- Analyze and pursue upsell opportunities within the portfolio;
- Present commercial proposals for services;
- Negotiate with clients seeking to reduce their monthly investment;
- Act as guardian of the client contract, liaising with the Legal department when necessary;
- Perform configurations in Ploomes for clients when strategically required;
- Record diagnostics, interactions, and negotiations clearly and comprehensively in the internal tracking tool;
- Continuously pursue training related to the product, clients' business models, and negotiation;
- Participate in and propose process improvements for the CS team.
Requirements
- Experience in customer success, retention, or negotiation with B2B clients;
- Ability to manage multiple requests with strong organizational skills;
- Sense of urgency and ability to prioritize;
- Clear and objective written and verbal communication;
- Customer relationship techniques, objection handling, negotiation, and demand management;
- Agile, results-oriented profile.
- **Nice-to-haves 🎯**
- Knowledge of Sales Funnel: understanding funnel stages and how to apply them to the customer journey, from prospecting to retention;
- Hands-on experience with CRM: having used CRM systems day-to-day for client management and opportunity tracking;
- Data-driven mindset: ability to turn CRM-derived information into insights for decision-making.
Benefits
- Health and dental insurance;
- Life insurance;
- Zenklub;
- Wellhub (formerly Gympass);
- Flexible Meal/Food Allowance (iFood Benefits);
- Home Office Allowance;
- Mobility Allowance;
- Childcare Allowance;
- Guapeco;
- Birthday Day Off.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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