Customer Success Consultant – Retention & Renewals

• Lead end-of-promotion negotiations by contacting customers before billing returns to the full price and taking the conversation through to closing, preferably on an annual plan
• Confirm annual renewals and treat them as negotiations when a customer indicates they may leave
• Overcome price, competitor, and low-usage objections using the offers defined in the company’s engagement cadence
• Record every conversation and outcome in the CRM, including the reason for cancellation when applicable
• Follow the agreed contact cadence and response time established with the team
• Share customer feedback with leadership and the sales team, and propose improvements to scripts and offers
• Work closely with Finance and Support to resolve issues that hinder renewal

• Experience in retention, renewals, collections, inside sales, or outbound telemarketing in a target-driven environment
• Comfortable negotiating via WhatsApp and phone, including voice messages
• Experience with a CRM or customer service platform (Pipedrive, UTalk, or equivalent)
• Strong organization and discipline to manage your own customer portfolio and performance metrics
• Experience working in a dynamic environment with monthly targets
• Experience in retention or renewals for SaaS or high-volume recurring services (a plus)
• Experience with variable compensation (a plus)
• Experience managing a large customer base with a low average contract value (a plus)
• Knowledge of the dental or healthcare market (a plus)

• BRL 1,000.00 meal and food allowance | iFood Card – no deduction during vacation
• BRL 150.00 home office allowance
• Wellz – mental health/psychotherapy | At no cost to employees
• Gympass – physical health/gyms | Available to dependents
• Guapeco – health plan for your pet
• English classes | At no cost to employees
• Unimed health insurance | With copay
• Coworking day reimbursement | Available in all Brazilian states
• Extended paternity and maternity leave
• Baby welcome kit for expectant parents
• Farmasesi partnership | Santa Catarina only
• Sesi Education partnership | Santa Catarina only
• Birthday day off
• Laptop and monitor shipped to your home
• BRL 2,000.00 voucher to purchase any additional equipment you need
• Team members from across Brazil, further strengthening our culture of diversity