Senior Customer Success Analyst – Enterprise Onboarding

Role Overview

• Manage Enterprise implementation projects
• Oversee the full onboarding lifecycle for multiple Enterprise accounts simultaneously, from kick-off to final handoff.
• Proactively mitigate risks and anticipate impediments, ensuring deadlines, scope, and critical milestones are met.
• Build and scale the team's playbook by standardizing templates, timelines, and monitoring rituals for the Enterprise segment.
• Provide visibility into project status for internal leadership and client stakeholders through reports and dashboards.
• Conduct in-depth diagnostics at kick-off to understand the client's HR/business context and design customized onboarding plans.
• Serve as the technical and business liaison, translating client needs into platform configuration requirements and aligning with internal teams (Product, Support, Data).
• Map and manage complex, multi-layered stakeholders (from operational HR to C-level executives).
• Plan and deliver tailored training for different user profiles (administrators, managers, and employees).
• Monitor adoption and engagement metrics throughout the journey, acting proactively on accounts showing risk indicators.
• Ensure a smooth transition to the Customer Success team by maintaining detailed records and alignment from the start of the project.
• Amplify operations through AI by using artificial intelligence tools in daily work to optimize communications, summarize rituals, create materials, and scale support capacity.
• Feed the continuous improvement cycle by turning project learnings into product, process, and playbook enhancements.

Requirements

• Experience in SaaS implementation or onboarding, ideally with large/Enterprise clients, or experience managing complex projects in a B2B context
• Project management experience: ability to structure, prioritize, track, and deliver complex projects with quality, even while handling multiple projects concurrently
• Clear, adaptable communication to interact with a wide range of profiles, from HR analysts to CEOs, without losing objectivity or empathy
• Ability to read the client's business and connect it to implementation objectives — understand the "why" behind client requests, not just execute tasks
• Ability to make decisions and unblock situations without relying on constant approvals
• Organization and discipline to manage multiple projects in parallel
• Comfortable dealing with the complexity and exposure to high-level stakeholders (C-level) typical of Enterprise accounts
• Regular use of AI in work to gain speed and scale

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
• Health and dental plan (Unimed) — coverage up to 85%
• Day off on your birthday and additional days for tenure
• Maternity, paternity, bereavement, and marriage leave
• Childcare assistance for children up to 5 years old
• Wellhub
• Conexa Saúde
• Life insurance