• Build scalable processes for customer on-boarding and post sales success. • Track and manage all implementation projects with our mid-market enterprise customers for successful delivery of technology and services. • Develop healthy customer relationships through proactive support and cadence based follow ups. • Quantify product feedback and brief executives to drive software and hardware engineering to better fit our customers needs. • Advocate for mid-market customers through deep understanding of their use cases and needs. • Lead Quarterly Business Reviews and customer check-ins to ensure our existing customers are getting value from Skydio technology. • Manage ~50x accounts driving adoption to ensure expansions and renewals of book of business.

Role Description As a Customer Success Analyst at VTEX CX platform, you will ensure that clients successfully adopt and extract value from the VTEX CX platform. You will combine relationship management with hands-on technical knowledge, guiding clients to use the platform effectively and embedding VTEX CX platform’s solutions into their daily operations. - Drive Product Adoption: Guide clients through configuration, workflows, and integrations to ensure they fully leverage the VTEX CX platform. - Technical Enablement: Provide technical support and guidance on platform features, best practices, and optimizations to improve client operations. - Client Engagement & Expansion: Build strong relationships with clients, including C-Level executives, to identify growth opportunities, negotiate renewals, and promote upsells. - Strategic Meetings: Lead sessions with clients to align their goals with VTEX CX platform's capabilities, addressing technical and operational challenges. - Monitor Customer Health: Track engagement, anticipate risks, and proactively implement solutions to maximize value and reduce churn. - Collaboration with Internal Teams: Work closely with Solution Engineering, Product, and Support teams to resolve issues and ensure a smooth client experience. Qualifications - You are technically proficient, able to understand platform features, integrations, and workflows, and translate that knowledge into actionable guidance for clients. - You adapt and learn quickly, thriving in dynamic environments. - You approach problems with a technical and analytical mindset, simplifying complex challenges for clients. - You have knowledge and/or experience in Retail, Marketplace, Digital Commerce, or Omnichannel, understanding how these areas impact adoption and customer experience. - You have experience in Customer Success, Technical Account Management, or Solution Engineering. - You are fluent in English and comfortable communicating with global clients; Spanish is a plus. - You are proactive, organized, and driven to help clients succeed with VTEX CX platform's solutions. Benefits - Health, dental, and life insurance with national coverage provided by VTEX; - Language development incentive program (English, Spanish, Portuguese); - Flexible meal allowance; - Extended parental leaves; - Flexible work schedule and remote-first culture; - Financial assistance to build your work-from-home setup; - Wellness program;

• Develop deep product knowledge to map features to business outcomes and communicate roadmap insights • Apply industry expertise to address customer challenges and position solutions against competitive offerings • Analyze product usage data to identify patterns, calculate ROI, and quantify multiple value streams • Manage technical integration understanding and basic troubleshooting • Create and maintain detailed customer-facing documentation and resources • Lead renewal conversations and secure commitments, identifying upsell triggers and expansion opportunities • Create commercial solutions tailored to evolving customer needs • Build multi-threaded customer relationships to penetrate accounts strategically and develop new use cases over time • Collaborate with sales on handoffs and joint strategies for account growth • Manage a portfolio of customers throughout their journey, understanding their unique needs and tailoring interactions to align customer goals with company objectives • Implement scalable customer success workflows and operational excellence • Proactively monitor customer health metrics to identify and mitigate risks • Conduct strategic business reviews and success planning sessions • Build success plans that ensure customers fully realize the value of the partnership • Advocate for customers by providing product feedback to internal teams • Build trust with key stakeholders through executive-level interactions • Communicate clearly and concisely in both written and verbal formats, managing conflict resolution and navigating difficult conversations effectively • Demonstrate critical thinking and develop creative solutions • Guide customers through organizational change and address resistance • Make autonomous decisions while knowing when to escalate appropriately • Build strong working relationships with Product, Marketing, Support, and Sales teams to align customer success initiatives with broader company goals • Actively share customer feedback and insights with relevant teams to inform product development and marketing strategies • Identify operational friction in day-to-day work and propose practical improvements with supporting context • Participate in team pilots, process updates, or change initiatives, providing thoughtful feedback based on direct customer impact • Create reusable frameworks, templates, and playbooks that benefit the broader team

• Design and implement client success plans tailored to individual clients. • Coordinate cross-functional efforts among practice leaders, support resources, and client sponsors to achieve objectives. • Collaborate with cross-functional teams, including practice leaders, support resources, and client sponsors, to achieve strategic objectives. • Serve as the main point of contact for clients, addressing concerns and ensuring smooth communication. • Schedule and conduct monthly and quarterly service reviews, as well as regular client calls. • Collaborate with Account Executives to align on customer strategies, fostering mutual success. • Understand, review, and communicate contracted services, ensuring accurate and complete fulfillment. • Support client escalations by acting as a mediator and problem solver. • Understand and review all signed contracts to ensure smooth delivery and scope management. • Assist the Managing Director of Services with pre-sales and sales efforts as required. • Collaborate closely with Account Executives to maximize revenue potential and drive the growth of client accounts. • Grow client accounts by cross-selling additional service lines. • Work with practice leaders and support teams to streamline service delivery and improve client outcomes. • Drive customer satisfaction by ensuring client requirements are clearly understood and addressed. • Collaborate with the Managing Director of Services on future client success needs, refining processes, and deliverables. • Provide detailed and accurate reporting to clients on service usage and effectiveness. • Analyze and present data during service reviews to demonstrate value and identify opportunities for improvement. • Escalate any changes in client accounts by keeping all required documentation up to date and current.