📋 Job Description
**Overview**
Join We Work Remotely in this exciting remote opportunity! Alura, Brazil's leading technology education platform, is seeking a Tech Touch Customer Success professional to drive scalable client relationship management. This role focuses on data-driven customer journey optimization, supporting clients through automated touchpoints while identifying growth and retention opportunities. We champion diversity and actively encourage applications from women, Black and Indigenous individuals, and LGBTQIA+ candidates.
**Responsibilities**
• Manage high-volume client portfolios using scalable Tech Touch methodologies
• Design and optimize automated communication workflows including email campaigns and in-app messaging
• Track engagement metrics, product utilization, and account health indicators to spot risks and opportunities
• Implement proactive retention strategies through targeted campaigns to minimize churn
• Drive expansion initiatives including upselling and cross-selling based on usage analytics
• Enhance digital onboarding processes to accelerate client activation and value realization
• Collaborate cross-functionally with Product, Marketing, and Sales teams to elevate customer experience
• Document insights and recommend process improvements for customer success automation
**Requirements**
• Previous Customer Success, CS Operations, or related experience, preferably in Tech Touch/high-volume environments
• Proven track record managing scalable client portfolios with emphasis on engagement, retention, and expansion
• Hands-on experience with automated customer journey communications
• Strong analytical capabilities for monitoring account health and engagement metrics
• Proficiency with CRM platforms and customer success tools (HubSpot, Salesforce, or equivalent)
**Compensation & Benefits**
Meal allowance: R$710/month • Food voucher: R$192/month • Home office support: R$90/month • Health/dental insurance (70% coverage) • Extended parental leave • Life insurance • Gympass • Birthday day off • Equipment support • Flexible schedule • Casual dress code
🕐 Schedule
Monday to Friday, 9 AM – 5 PM (full-time)
🔧 Skills & Technologies
Customer Success Management
Tech Touch Model
Marketing Automation
Data Analysis
Customer Retention Strategy
Upsell/Cross-sell
Onboarding
CS Operations
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