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Skydropx is seeking a Customer Success Operations Specialist (Pleno level) to own all CS operations infrastructure and analytics. This is a hybrid role based in Curitiba, Brazil, working in an international environment.
You will be responsible for managing the complete CS tech stack in HubSpot, including properties, pipelines, lists, and automations across two distinct products. Key responsibilities include:
- Activate and configure the Service Hub module in HubSpot
- Build and maintain team dashboards tracking portfolio health, retention, churn, and feature adoption
- Ensure data reliability and integrity across all metrics
- Extract, clean, and cross-reference data from multiple sources independently
- Structure and maintain health score models
- Monitor and optimize all HubSpot workflows and automated nurture sequences
- Map customer opportunities: identify at-risk accounts, expansion potential, and churn drivers
- Measure the impact of automated engagement workflows on retention outcomes
- Develop actionable analyses that inform the team's retention and expansion strategies
- Leverage AI daily to automate tasks, analyze data, and document processes
- Document all processes and solutions so the team can operate independently
This role sits at the intersection of operations, analytics, and customer success strategy. You'll be the single source of truth for CS metrics and will directly influence retention and growth decisions.
REQUIREMENTS:
- Prior experience in CS Ops, RevOps, Sales Ops, or data analysis roles supporting customer-facing teams
- Deep knowledge of core CS metrics: churn, retention, NRR, feature adoption, health score, and how they connect to business outcomes
- Strong organizational skills and meticulous attention to data quality (the team will make decisions based on your work)
- Proficiency with AI tools for building solutions—analyses, automations, and process optimization
- Excellent communication: ability to understand cross-functional needs, align processes, and explain data insights to non-technical stakeholders
- Autonomy to independently source information and drive projects from conception to completion
- Regular use of AI tools to automate tasks, analyze data, and document processes
- Consistent documentation habits to enable team continuity
DIFFERENTIATORS (nice-to-have):
- Experience in freight, logistics, or e-commerce ecosystems
- Track record building or structuring processes from scratch
- Spanish language proficiency
