Senior Customer Success Manager driving value for strategic Enterprise customers in the Transport, Logistics, and Manufacturing sectors. Cultivating partnerships and ensuring customer success through adoption and measurable outcomes.
About the role
- Customer Success Analyst managing SMB customer relationships to improve their utilization of the Gupy platform. Involved in digital transformation projects at client organizations.
Responsibilities
- Manage a portfolio of clients that are companies with up to 500 employees in Brazil, ensuring execution and success throughout the customer journey for mid-market accounts;
- Conduct meetings and client contacts according to the Mid-Touch service model (bimonthly cadence);
- Represent Gupy in building long-lasting relationships with clients;
- Participate in digital transformation projects for HR at client companies;
- Deeply understand each client’s business, analyze data and recommend improvements to optimize their Recruitment & Selection or Corporate Learning processes, helping them get increasing value from our platform;
- Analyze customer usability indicators and the health of your portfolio;
- Co-create success plans with clients that demonstrate the value of purchasing the platform and position them as innovative HR organizations;
- Record meetings and relevant information in the CRM (Salesforce);
- Analyze customer usability indicators and portfolio health metrics (CSAT, NPS, expansion, net churn, accounts at risk, contract utilization);
- Maintain regular feedback and interaction with Commercial, Finance and Legal teams;
- Identify and propose solutions that make internal processes more agile, scalable and cost-effective for Gupy;
- Expand Gupy’s complementary products/modules (cross-sell);
Requirements
- Previous experience in Customer Success working with a Mid-Touch journey;
- Prior experience in customer retention strategies;
- Experience working directly with Recruitment & Selection workflows;
- Negotiation techniques, problem-solving skills, Excel and PowerPoint;
- Analytical skills – your role will primarily be to guide customers to use our platform more effectively using Recruitment & Selection indicators;
- Empathy and negotiation – you will interact with very different companies daily, so understanding their needs and contexts is essential;
- Time management and organizational skills – you will face new fronts and challenges constantly; maintaining a healthy routine will help you prioritize operational tasks.
Benefits
- Flexible schedule (yes, even when working from home);
- Meal allowance on the Caju card;
- Health insurance 100% covered by Gupy for you, with co‑payment for legal dependents;
- Dental plan;
- Home office allowance;
- Dasa Saúde (health service partner);
- Physical health support through benefits such as Wellhub and Totalpass;
- Starbem, a telemedicine and online well-being service offering an initial free package of 4 psychology sessions, 1 nutrition consultation and medical appointments;
- 6-month maternity leave;
- Extended paternity leave;
- 5 days marriage leave;
- Internal recognition with our Gupy Coins, which can be redeemed as credit on your Caju card (rewards such as Netflix voucher, Spotify voucher, Pizza voucher, Gamer voucher, Romantic Dinner voucher);
- Day off on your birthday;
- Short Fridays — on Fridays we finish work at 3:00 PM;
- Creditas payroll-deductible loan with lower interest rates;
- Creditas financial education, with exclusive content to help you focus on your personal finances;
- Creditas Store, a shop where you can purchase products or services and pay via payroll deduction;
- Férias&Co, annual credits to help you organize vacations by purchasing accommodation and flights in Brazil and worldwide via subscription (we subsidize part of the monthly fee; subscription optional);
- Opportunity to become a Gupy shareholder.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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