Senior Customer Success Analyst – Enterprise Onboarding

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the implementation of Enterprise projects.

• Manage the complete onboarding lifecycle for multiple Enterprise accounts concurrently, from the initial kick-off to the final handoff.

• Proactively identify and mitigate risks, anticipating challenges to ensure deadlines, scope, and key milestones are achieved.

• Enhance and expand the team's playbook by standardizing templates, timelines, and monitoring rituals specifically for the Enterprise segment.

• Provide project status visibility to internal leadership and client stakeholders through comprehensive reports and dashboards.

• Perform detailed diagnostics at the kick-off stage to grasp the client's HR/business context and devise tailored onboarding plans.

• Act as the technical and business liaison, translating client requirements into platform configuration needs while coordinating with internal teams (Product, Support, Data).

• Navigate and manage complex, multi-layered stakeholders, ranging from operational HR to C-level executives.

• Plan and execute customized training sessions for various user profiles (administrators, managers, and employees).

• Track adoption and engagement metrics throughout the onboarding process, proactively addressing accounts that exhibit risk indicators.

• Facilitate a seamless handover to the Customer Success team by ensuring detailed records and alignment from the outset of the project.

• Enhance operational efficiency through AI by incorporating artificial intelligence tools in daily tasks to optimize communications, summarize rituals, create materials, and scale support capabilities.

• Contribute to the continuous improvement process by transforming project insights into enhancements for products, processes, and playbooks.

⛳️ Requirements

• Experience in SaaS implementation or onboarding, preferably with large/Enterprise clients, or managing complex projects in a B2B environment.

• Proven project management expertise: ability to structure, prioritize, track, and deliver intricate projects with high quality, even while managing multiple projects simultaneously.

• Excellent and adaptable communication skills to engage with a diverse range of profiles, from HR analysts to CEOs, maintaining objectivity and empathy.

• Capacity to interpret the client's business and link it to implementation goals — understanding the rationale behind client requests, not merely executing tasks.

• Ability to make decisions and resolve issues independently, without the need for constant approvals.

• Strong organizational skills and discipline to handle multiple projects in parallel.

• Comfortable managing complexity and engaging with high-level stakeholders (C-level) typical in Enterprise accounts.

• Regular utilization of AI in work processes to enhance efficiency and scalability.

🏝️ Benefits

• Professional development support: 2 hours per week during business hours for study.

• Flexible meal and food benefit (Cartão Caju): R$43 per business day.

• Home office allowance (Cartão Caju): R$100 per month.

• Flexible working hours.

• Remote work opportunities.

• Health and dental plan (Unimed) — coverage up to 85%.

• Day off on your birthday plus additional days for tenure.

• Maternity, paternity, bereavement, and marriage leave.

• Childcare assistance for children up to 5 years old.

• Access to Wellhub.

• Access to Conexa Saúde.

• Life insurance.