Customer Success Analyst (Ongoing)

Position: Customer Success Analyst (Ongoing)

Work Model: Hybrid - 3 days per week at our office in the Brigadeiro area - SP (Green Line of the subway)

Employment Type: CLT (Brazilian Labor Law)

Nexxto is looking for a Customer Success Analyst (Ongoing) to act as a strategic focal point for a B2B client portfolio, ensuring the retention and expansion of Monthly Recurring Revenue (MRR). The main objective is to act as a business consultant for the client, leading renewal negotiations, identifying upsell/cross-sell opportunities, and presenting ROI through continuous data analysis and Health Score indicators to anticipate churn risks. The impact for Nexxto is direct and fundamental: by ensuring customer success and efficient use of technology, this role amplifies the company's mission to automate processes and increase security in critical environments.

To learn more about Nexxto and what it's like to work here, visit: https://www.linkedin.com/company/nexxto

Job Responsibilities:

• Manage a B2B client portfolio, acting as the main point of contact and business consultant
• Conduct Business Review meetings (EBR/QBR) directly with the client, ensuring strategic alignment and visibility of results
• Continuously analyze and present ROI (Return on Investment) and the value proposition, translating technical data into client benefits
• Lead contract renewal negotiations and be responsible for expanding recurring revenue (MRR) by identifying upsell and cross-sell opportunities within the installed base.
• Use Health Score indicators and operational data to provide best practice recommendations, aiming for operational efficiency and anticipating churn risks.
• Qualitatively collect feedback on the customer experience to drive product and process improvements, acting as the voice of the customer within Nexxto.
• Develop continuous customer engagement to ensure retention, adoption, and expansion of Monthly Recurring Revenue (MRR), through periodic in-person visits, event participation, and client meetings.
• Provide best practice recommendations helping clients resolve specific challenges.
• Adjust client account configurations and ensure all necessary resources are functioning properly.
• Use the CRM tool (HubSpot) to log interactions, track client progress, and generate reports.
• Conduct refresher training when necessary.
• Manage continuous improvement processes.

Key Requirements:

• Experience related to Customer Success;
• Experience in the Healthcare sector;
• Experience in client-facing roles;
• Impactful communication for presentations;
• Business results orientation and negotiation skills;
• Crisis management skills;
• Curiosity and proactivity.

Desirable Competencies:

• Use of CRM (HubSpot) for forecast management, renewal pipeline tracking, and logging strategic interactions, combined with a high capacity for organization and critical analysis.
• Professionals with a background in healthcare (e.g., Nursing, Pharmacy, Biomedicine) who have made a career transition to the corporate/business area are highly valued.

What We Offer:

• This ongoing analyst position at Nexxto positions the professional in strategic management and business consulting with B2B clients. The candidate will develop and enhance essential skills such as conducting executive meetings (C-Level), mastering the continuous analysis and presentation of Return on Investment (ROI), and taking direct responsibility for expanding Monthly Recurring Revenue (MRR) through renewal negotiations and advanced upsell/cross-sell strategies. Additionally, experience with Health Score indicators and churn risk anticipation strengthens expertise in strategic Customer Success, making the professional valued for high-impact communication, negotiation, and crisis management.

Benefits:

• CLT Employment - 40-hour work week
• Fixed salary + bonus of up to one salary per quarter based on target achievement
• SulAmérica Health and Dental Plan - no discount, no copay, and freely extendable to spouse and children
• Life Insurance
• Caju Card: R$1079/month (meal allowance + home office support) with no discount
• Transportation Voucher with no discount
• PLR (Profit and Result Sharing)
• Daycare assistance
• Birthday day off