Customer Success Analyst

Location - Must be based in Brazil Why You Should Join Intelex? At Intelex, you’ll join a global leader in Environmental, Health, Safety, and Quality (EHSQ) software, trusted by more than 1,300 organizations and 1.6 million users worldwide. For over 30 years, Intelex has helped companies improve performance, reduce risk, and maintain compliance with international standards. We’re proud to be consistently recognized as a Great Place to Work, a Best Workplace in Technology, and a company with one of Canada’s Most Admired Corporate Cultures. At Intelex, you’ll find a collaborative, growth‑oriented environment where your work directly impacts customer success and long‑term partnerships. Position Overview As a Customer Success Analyst, you will play a critical role in building strong, long‑lasting relationships with a portfolio of Intelex customers. Your mission is to drive adoption, retention, and customer loyalty by proactively partnering with customers and helping them realize value from our platform. You’ll engage with customers primarily through email and virtual meetings (Teams/Zoom), acting as a trusted advisor who understands their business goals, challenges, and success metrics. While experience in Customer Success or EHSQ software is a plus, we’re ultimately looking for someone who is organized, adaptable, analytical, and deeply committed to helping customers succeed. What You’ll Do? * Own and manage customer relationships within your portfolio, focusing on adoption, retention, and long‑term value * Build trusted advisor relationships with customers at various levels, including Director and VP stakeholders * Proactively identify risks, opportunities, and improvement areas to enhance the customer experience * Advocate for customer needs internally by collaborating with Product, Services, Support, and Account Management teams * Educate customers on product updates, roadmap initiatives, and Intelex programs * Track customer health metrics and maintain clear success plans and action items * Identify and manage risks through to resolution, ensuring timely follow‑up and communication * Conduct Strategic Business Reviews for key and strategic accounts * Capture customer success stories and support reference and advocacy initiatives * Partner with Services and Account Management to support account growth through adoption, up‑sell, and cross‑sell opportunities * Contribute to Customer Success campaigns in partnership with Marketing and CS leadership * Continuously develop product knowledge to confidently communicate value and roadmap direction What You Bring Must‑Have Qualifications? * 2+ years of experience in a SaaS or technology environment (Customer Success, Account Management, Consulting, Project Management, or similar) * Strong written and verbal communication skills in English * Proven ability to build and maintain strong customer relationships * Analytical mindset with strong problem‑solving and decision‑making skills * Experience working with CRM and/or customer support platforms * Ability to manage multiple priorities with strong organization and attention to detail * Demonstrated success supporting customer retention and satisfaction Nice‑to‑Have Qualifications * Experience or knowledge of Environmental, Health, Safety, or Quality (EHSQ) * Experience supporting enterprise or strategic customer accounts * Ability to quantify success (e.g., renewal rates, adoption metrics, customer health scores) * Experience presenting technical concepts to non‑technical audiences Skills & Attributes * Empathetic, patient, and confident communicator * Comfortable engaging with diverse stakeholders and personality types * Self‑motivated, curious, and eager to learn * Adaptable and positive in a fast‑paced environment * Results‑oriented with a strong sense of ownership Education * Bachelor’s degree, college diploma, or equivalent practical experience in Computer Science,...