Mid customer success analyst

A Customer Success Analyst conducts follow-ups, analysis, and consultative initiatives to act as a strategic partner for Enterprise customers during the post-implementation and sustaining phases of the customer journey

This professional will be responsible for driving continuous adoption, customer satisfaction, retention, expansion opportunities, and long-term value realization for enterprise B2B software solutions focused on data analytics, AI/ML, reliability, and Industry 4.0 initiatives.

The ideal candidate combines strong customer relationship management skills, operational and technical understanding, and a consultative mindset capable of translating complex technical scenarios into measurable business outcomes.

Responsibilities:

• Act as point of contact for Enterprise customers during sustaining and post go-live phases;
• Sustain customer relationships, expectations, priorities, and ongoing strategic initiatives;
• Ensure continuous adoption and long-term value realization of Shape Digital solutions;
• Conduct executive, technical, and operational follow-up meetings;
• Support in QBRs (Quarterly Business Reviews) and EBRs (Executive Business Reviews), translating technical indicators into clear business outcomes;
• Monitor and proactively manage customer health indicators such as CSAT, NPS, Health Score, adoption, engagement, and churn risks;
• Develop and execute customer success plans, mitigation plans, and continuous improvement initiatives;
• Coordinate recurring demands, incidents, escalations, and enhancement initiatives with Engineering, Product, Data, and Support teams;
• Partner with Sales teams on renewals, expansion, cross-sell, and upsell opportunities;
• Act as the voice of the customer, contributing to product evolution, reliability, and service quality improvements;
• Support customer follow-ups, and operational maturity initiatives;
• Build strong relationships with both technical and executive stakeholders;
• Drive customer-centric initiatives focused on operational excellence and measurable business impact.

Requirements

• Bachelor’s degree in Engineering, Information Technology, Business Administration, or related fields;
• Proven experience in Customer Success, Technical Account Management (TAM), Service Management, Enterprise Account Management, or related roles;
• Experience with Enterprise B2B Software solutions in industrial environments;
• Hands-on experience managing customer sustainment, long-term customer relationships, and recurring revenue models;
• Strong ability to engage with technical teams and translate technical complexity into business value;
• Experience working with cross-functional teams including Engineering, Data, Product, and Sales;
• Excellent communication, stakeholder management, and consultative skills;
• Analytical mindset with strong problem-solving capabilities;
• Experience managing action plans, escalations, incidents, and continuous improvement initiatives;
• Intermediate or advanced English proficiency;

Nice-to-have (plus) :

• • Background in industrial operations, maintenance, asset reliability, or industrial engineering;
  • Experience in Oil & Gas, Energy, Mining, Manufacturing, or other asset-intensive industries;
  • Familiarity with Industry 4.0 concepts, AI/ML applications, predictive maintenance, PIMS, OPC, or PI System;
  • Knowledge of ITIL, service management, or operational excellence methodologies;
  • Experience with Customer Success metrics such as NPS, CSAT, churn, Health Score, adoption, and NRR.

Benefits:

• PPR (Profit Sharing): Possibility of extra compensation based on the company’s results, according to your performance.
• Health and Dental Plan: To ensure your care and well-being!
• Flexible Benefit: Receive an amount that can be used according to your needs, including food, transportation, education, culture, and health. You decide how to use it!
• Flexible Hours: Work at the best time for you and have a better quality of life.
• Massages and Manicure in the Office: So you can relax and feel good about yourself.
• TotalPass: To keep your health in check and take care of your body.
• Zenklub: Access to mental health and emotional well-being support.
• Inclusive Environment: We value diversity and always strive to create a space where everyone can be authentic, respected, and feel part of something bigger.
• Day off in Your Birthday Month: A day off in your birthday month to celebrate in any way you prefer
• Extended Maternity/Paternity Leave: So you can enjoy this important time with your family, with peace of mind that your professional life will remain well-supported.
• Childcare Assistance: To support you with the care of your young children.
• Continuous Individualized Development Support: We offer support for your professional growth, respecting your personal needs and goals.
• Culture and Well-being: We create an environment that values mental health, work-life balance, and encourages connection with culture.

The benefits provided with this position are not deducted from your paycheck!