Analista de Sucesso do Cliente (CS)

Manage client portfolios as the primary relationship focal point, ensuring structured and strategic journeys that drive retention, engagement, and revenue expansion. Conduct onboarding, lead quarterly business reviews, and monitor key metrics including churn, NPS, and health scores to identify cancellation risks and implement preventive retention strategies. Map upsell and cross-sell opportunities in partnership with the commercial team while structuring playbooks and support materials. Act as the bridge between the client, commercial, product, and support teams to ensure agile demand resolution and accurate CRM data entry in Salesforce. Report to the Commercial Director, integrating with commercial, product, support, and finance areas to align on strategic initiatives and continuous customer experience improvements.