Senior Customer Success Analyst - HR

Description

Job Summary: We are seeking a Senior Customer Success Analyst - HR to manage revenue and customer success, with a focus on high-touch engagement, scalable outcomes, and proactive risk mitigation. Key Highlights: 1. Strategic management of large-client portfolios. 2. Focus on solution expansion and proactive risk mitigation (churn). 3. Transforming people management through technology and best practices. **Senior Customer Success Analyst - HR** ============================================ TOTVS | Florianópolis - SC | Hybrid Job Description We are looking for a professional to lead Revenue and Customer Success Management, assuming primary responsibility for the financial and strategic health of a large-client portfolio. This role emphasizes delivering an exceptional customer journey through high-touch engagement, scalable results, solution expansion, and proactive risk mitigation (churn). If you are goal-oriented, resilient in solving complex problems, and passionate about transforming people management through technology and best practices, this opportunity is for you. Responsibilities and Duties Strategic Management and Relationship Building: Conduct strategic portfolio coverage via executive meetings, expectation alignment, and performance reviews. Facilitate strategic interactions with multiple stakeholders and project focal points. Ensure high-touch service delivery by conducting 3–4 pre-scheduled meetings per day. Hold adoption, engagement, and best-practice demonstration sessions to maximize solution utilization. Revenue Focus and Expansion: Own recurring revenue generation across the large-client portfolio. Execute predictive initiatives for solution expansion (upsell/cross-sell) and churn risk mitigation. Develop action plans aligned with clients’ expected financial and operational outcomes. Customer Operations and Success: Ensure successful execution of the customer journey through self-management, organization, and proactivity. Conduct onboarding for new solutions and deliver methodological/tool-based training. Perform proactive follow-ups, proposing solutions to optimize operations for users of our services. Conduct in-depth business diagnostics, understanding internal HR and people management processes. Risk Management and Performance: Implement action plans with stakeholders to anticipate and mitigate issues. Monitor key performance indicators and satisfaction metrics (NPS/CSAT) on a periodic basis. Participate in cross-functional initiatives involving training and development of projects/processes. Requirements and Qualifications **Results Orientation: Focus on goals, productivity management, and value delivery.** **Communication and Influence: Ability to lead executive meetings and engage with stakeholders across all hierarchical levels.** **Business Acumen: Knowledge of HR and people management processes to conduct accurate diagnostics.** **Resilience and Adaptability: Capacity to effectively resolve complex problems and collaborate within dynamic team environments.** **Consultative Mindset: Proactivity in recommending best practices that enhance employee performance and engagement.** **Self-Management: Organizational skills to manage an intensive schedule of meetings and technical deliverables.** Desired Qualifications Prior experience in technology companies (SaaS) or HR consulting. Familiarity with Customer Success methodologies and retention metrics. Willingness to travel (e.g., for in-person training delivery in external service scenarios). Continuous learning ability regarding new tools and methodologies. Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University, a corporate university offering free content and certifications for every TOTVS employee; * +Saudáveis Program, supporting each TOTVER with advisory services and initiatives focused on physical, mental, and financial well-being; * +Vantagens Program, Latin America’s largest discount network, exclusively for our employees; * +Cuidado Program, a personal support program for employees and their families, offering guidance across multiple specialties such as psychology, social work, pet consultation, etc.; * Einstein Conecta, a complimentary online medical consultation benefit provided by Hospital Israelita Albert Einstein physicians; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at select metro stations; * Extended maternity and paternity leave; * Lactation room; * Bicycle parking; * Changing room; * Life insurance; * Childcare allowance; * Private pension plan; * Office environment designed to foster creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology industry leader, we are a community of nonconformist individuals driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Here, your professional growth happens in an inclusive, respectful, and energizing environment — built by people, for people! We pursue sustainable growth, leveraging data and AI to drive smarter, more efficient outcomes for our customers. Join us in innovating and building the future of technology. #VemPraTOTVS #SomosTOTVS