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Customer Success Analyst

Area
Customer Success / Operations
Location
São Paulo, Brazil
Work model
Hybrid
Employment
Full-time
Start
Immediate
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About the role

At Oaktech, we believe our customers' success is our success. We are looking for a Customer Success Analyst to act as a strategic partner to our clients, following their journey using our AI solutions and digital products, ensuring adoption, engagement and perceived value at every stage of the relationship.

You will be responsible for facilitating communication between the customer and internal teams, tracking deliverables and supporting the client in the continuous evolution of the implemented solutions. This role involves relationship building, product vision, data analysis and a culture of continuous improvement.

Responsibilities

  • Act as the customer's focal point, delivering an excellent experience from onboarding to continued use of the solutions;
  • Track success indicators (KPIs and OKRs), generate engagement reports and suggest proactive actions;
  • Run follow-up meetings (checkpoints) and onboarding sessions;
  • Identify churn risks and expansion opportunities, working alongside Product, Sales and Growth;
  • Translate feedback into product roadmap improvements;
  • Use tools such as Notion, Slack, Google Workspace, HubSpot and others.

Requirements

Must have

  • Experience in customer success, post-sales, technical support or project management;
  • Strong communication, organization and active listening skills;
  • Ability to analyze data and produce actionable insights;
  • Genuine interest in technology and AI-based solutions;
  • Ownership, proactivity and a collaborative mindset;
  • Willingness to work side by side with our AI assistants, leveraging existing automations and helping evolve them along the customer journey.

Nice to have

  • Knowledge of SaaS products, success metrics and account portfolio management;
  • Experience with tools like HubSpot, Notion, Looker Studio or other analytics platforms;
  • Intermediate to advanced English.

What we offer

  • Direct exposure to leading companies and high-impact applied-AI projects;
  • Active participation in product evolution and in building journeys with real customer value;
  • Collaborative environment with flexibility and a culture of continuous learning;
  • Integration with a multidisciplinary team of engineering, product, data, AI and design.
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