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!
