Strategic Customer Success Analyst (B2G)

What you will do

- Strategically oversee the customer journey from the handover from the Sales team to contract renewal.

- Manage a portfolio of public sector clients, strengthening institutional relationships and promoting an excellent experience.

- Build and execute Success Plans aligned with each client's objectives.

- Lead executive meetings to review results with managers and sponsors.

- Support platform adoption and increase user engagement.

- Monitor portfolio health indicators and anticipate risks.

- Collaborate with Sales, Projects, Support, and Product teams to ensure an integrated journey.

- Identify opportunities for retention, renewal, and portfolio expansion.

What we expect from you

- Experience in Customer Success, Account Management, Client Relations, Consulting, or Technology Solution Implementation.

- Experience providing consultative services to mid-sized and large enterprises.

- Excellent communication skills and ease in leading executive meetings.

- Analytical capability and strategic vision.

- Knowledge of metrics such as Churn, Health Score, NPS, CSAT, NRR, and Time to Value.

- Availability to travel.

Nice to have

- Experience in B2B or B2G SaaS companies.

- Experience working with government agencies or public companies.

- Knowledge of public management, project management, or strategic planning.

- Experience with CRM and Customer Success platforms.

What you will find at Facilit

- Work on projects that generate a direct impact on Brazilian public management.

- A collaborative, innovative, and results-oriented environment.

- Autonomy to propose improvements and build processes.

- Opportunity to participate in consolidating the Customer Success department.

- Professional growth prospects alongside the company's expansion.