Customer Success Analyst

4 semanas atrás

Joinville, Santa Catarina, Brasil Billor Tempo inteiro

About Us

At Billor, short for "Bill of Rights," we are building the largest trucking ecosystem in the U.S., dedicated to supporting truck drivers. By combining FinTech, Technology, and Freight Management, we empower drivers to achieve truck ownership and a better quality of life. Our mission is rooted in freedom, responsibility, and efficiency, enabling drivers to maximize productivity and enjoy more time with their families.

About the role

If you are passionate about Customer Success and want to make a difference in the lives of our drivers and customers, helping them grow and succeed, join our team

As a Customer Success Manager, you will be responsible for managing a portfolio of drivers, analyzing their performance and supporting them proactively to increase retention and lifetime value. You will collaborate with cross-functional teams and act strategically to drive growth and ensure satisfaction.

Responsibilities

  • Manage a portfolio of drivers, ensuring high engagement, retention, and satisfaction
  • Conduct regular business reviews with drivers by phone, focusing on performance, revenue, and opportunities for improvement
  • Analyze key metrics such as churn, retention rate, NPS, LTV, and CAC to support decision-making and identify risks/opportunities
  • Develop and implement action plans to improve driver performance and financial outcomes
  • Act as a strategic advisor to drivers, identifying pain points and working cross-functionally (with teams such as loads, maintenance, and finance) to resolve them
  • Address and overcome objections in delicate or complex situations, ensuring alignment with company goals
  • Monitor driver revenue, weekly activity, and trends to anticipate challenges and proactively offer support
  • Plan and execute initiatives to drive engagement, loyalty, and growth within the portfolio
  • Create and share performance dashboards and personalized insights with drivers
  • Utilize tools such as HubSpot (CRM) and Google Sheets for data management, tracking, and reporting
  • Participate in the development of new Customer Success processes and best practices
  • Lead by example, supporting continuous improvement and knowledge sharing within the CS team

Requirements

  • Fluent in English, Portuguese, and Spanish is a plus
  • Previous experience in Customer Success or Account Management, preferably in SaaS, transport, logistics, or fintech
  • Strong understanding of CS and SaaS metrics: churn, retention, NPS, LTV, CAC, etc.
  • Ability to analyze data and derive actionable insights using Google Sheets or similar tools
  • Experience with CRM tools, preferably HubSpot
  • Experience in managing customer portfolios and delivering results
  • Excellent communication, negotiation, and relationship management skills, especially over the phone
  • Proactive, strategic mindset with strong problem-solving ability
  • Results-driven, organized, and capable of working independently

Extra information and benefits

  • On-site in Joinville, SC
  • Health and dental plan
  • Paid vacation
  • Holidays off
  • Parental Leave
  • Wedding Leave
  • Flash card (supermarket and restaurants)
  • Total Pass
  • Clude Saúde
  • Annual bonus based on both company and individual performance
  • Eligibility to the LTIP (Long Term Incentive Plan)

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