Hybrid Customer Success Analyst – Mid-Market Accounts

Posted 3 weeks ago

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About the role

  • 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

Customer Success Analyst – Mid-Market Accounts

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

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