Job description
About Digibee
Digibee enables organizations to build flexible, highly scalable integration architecture. Founded in São Paulo, Brazil, in 2017 and headquartered in Weston, Florida, our team is widely distributed throughout the Americas. In May or 2023, Digibee closed a Series B funding round of $60 million that is intended to drive our expansion in the United States.
The Digibee Integration Platform allows enterprises to compete and excel in today’s rapidly changing digital environment. Digibee is the preferred iPaaS for 250+ corporate customers, including Accenture, B3, Carrefour, Itaú, Johnson Brothers, Payless, Santander and others.
Integration is our Foundation. Everything is connected. Humanly, socially, and technologically – we rely on complex networks and ecosystems to live our lives. Digibee is one small part of this, building bridges with people, processes, and technology to help our customers unlock their true potential.
About the role
We are looking for a Customer Success Operations (CSOps) Analyst to join our dynamic team. The ideal candidate will be responsible for optimizing and operationalizing customer success processes, ensuring that our clients get the most value from our iPaaS solutions.
Responsibilities
- Collaborate with the Customer Success Management, Support, and Solutions Architect teams to ensure continuous value delivery to customers.
- Develop and implement daily processes and system workflows (Planhat), ensuring proper governance.
- Create and manage playbooks, tracking deadlines and responsibilities while providing visibility on key KPIs.
- Define, collect, analyze, and communicate KPIs that are critical to managing the customer journey, identifying risks, and spotting opportunities.
- Contribute to customer retention and expansion strategies.
- Analyze customer engagement and usage data to identify areas for improvement and potential risks.
- Monitor and maintain the Customer Health Score.
- Track CSM activities to ensure customer engagement aligns with planned strategies.
- Ensure data compliance related to customer management, lifecycle phases, conversion rates, and other relevant metrics.
- Track customer renewals.
- Create and maintain dashboards and reports that provide actionable insights for the Customer Success team.
- Manage the configuration and maintenance of the Customer Success Management System.
- Train and empower the CS team with best practices and CSOps tools.
Requirements
- Previous experience in Customer Success Operations or similar roles.
- Strong data analysis skills and experience with BI (Business Intelligence) tools.
- Experience with Customer Success Management platforms (preferably Planhat).
- Excellent communication skills and ability to work collaboratively.
- Proactive, results-driven mindset with strong problem-solving abilities.
- Bachelor’s degree in Business Administration, Information Technology, Engineering, or related fields.
Nice to have
- Experience working in SaaS or iPaaS companies.
- Customer Success certifications or related credentials.
- Knowledge of Agile methodologies.
Our perks and benefits
- We’re remote first, with a flexible working schedule
- Health care and Odonto Plan
- R$ 1.200,00/month on Caju card (for food and meal allowance, mobility, home office supplies, culture, health, and education)
- Life insurance
- Child care assistance
- Gympass
- English course: we have a partnership for group classes for R$100 monthly
- Equity Program (RSUs)
Our culture
We believe in a highly collaborative work environment in order to foster constant development and exchange between teams. We encourage learning, sharing knowledge, and using new technologies to create disruptive ideas - we want to create something great together!
At Digibee, we know it’s our people who make the difference. We embrace and value diversity and are dedicated to encouraging a supportive and respectful culture in our community.
We are interested in every qualified candidate eligible to work remotely in the country where this job posting is located. However, we are not able to sponsor visas for this position.
