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);

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.

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.