Pessoa Analista de Customer Success (segmento jurídico) Sr

United StatesRemoteFull-timemid

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps.

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OtherAnalista

This senior Customer Success role focuses on managing strategic accounts within the legal technology segment in a high-touch environment. You will build strong executive relationships and help customers maximize the value they obtain from SaaS solutions. The position combines account management, customer strategy, data-driven health monitoring, and revenue expansion. You will work closely with commercial teams to identify upsell and cross-sell opportunities and strengthen long-term partnerships. The role also requires proactive management of churn risks and the creation of tailored success plans aligned with customer goals. Curiosity about technology and the potential of Artificial Intelligence is highly valued in this dynamic, collaborative environment.

Manage a portfolio of strategic accounts through a High Touch model, maintaining structured monthly and executive meetings, customer visits, and Executive Business Reviews (EBRs).
Build and maintain strong relationships with key customer stakeholders, understanding their objectives, challenges, and opportunities for value creation.
Identify and qualify revenue expansion opportunities, including upsell and cross-sell, working in partnership with the commercial team to generate pipeline and support closing activities.
Monitor account health indicators such as Health Score, NPS, product adoption, and other Customer Success metrics, proactively addressing churn risks.
Develop, present, and continuously update personalized success plans that connect customer objectives with product capabilities and roadmap priorities.
Conduct executive business reviews and other strategic account interactions, ensuring clear alignment on results, priorities, risks, and next steps.
Prepare internal documentation and post-visit reports, maintaining accurate records of risks, opportunities, action plans, and follow-ups.
Stay curious about emerging technologies and explore how Artificial Intelligence can improve processes, customer experiences, and business outcomes.

Requirements

~1 min read

Bachelor's degree in Law is required.
Solid professional experience in Customer Success, particularly managing strategic or enterprise accounts.
Strong knowledge of Customer Success metrics, including NDR, Churn, LTV, and Health Score.
Experience using CRM platforms to manage customer relationships, account activities, opportunities, and follow-ups.
Practical knowledge of strategic account management frameworks such as QBR, EBR, PACE, or similar methodologies.
Ability to lead executive-level meetings, develop customer success plans, identify risks, and uncover opportunities for account expansion.
Strong communication, relationship-building, analytical, organizational, and strategic thinking skills.
Proactive and customer-oriented approach, with the ability to operate autonomously while collaborating effectively with commercial and cross-functional teams.
Interest in or practical knowledge of Artificial Intelligence, including relevant tools, applications, and concepts.
Curiosity about technology and enthusiasm for understanding how digital solutions can transform processes, experiences, and business results.