Senior Customer Success Analyst - HR

Description

Job Summary: We are seeking a Senior Customer Success Analyst to strategically manage a portfolio of enterprise clients, with a strong focus on results, solution expansion, and risk mitigation. Key Highlights: 1. Revenue management and customer success with high-touch service. 2. Focus on solution expansion (upsell/cross-sell) and churn mitigation. 3. An environment that stimulates creativity, productivity, and development. **Senior Customer Success Analyst \- HR** ============================================ TOTVS \| Florianópolis \- SC \| Hybrid Job Description We are looking for a professional to manage revenue and customer success, assuming primary responsibility for the financial and strategic health of an enterprise client portfolio. The core objective of this role is to ensure an exceptional customer journey through high-touch service, scalable outcome-driven engagement, solution expansion, and proactive risk mitigation (churn). If you are goal-oriented, resilient in solving complex problems, and passionate about transforming HR 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. Deliver high-touch service, conducting 3–4 pre-scheduled meetings per day. Conduct adoption, engagement, and best-practice presentation sessions to maximize solution utilization. Revenue Focus and Expansion: Own recurring revenue for the enterprise client portfolio. Implement predictive initiatives for solution expansion (upsell/cross-sell) and churn risk mitigation. Develop action plans aligned with clients’ expected financial and operational outcomes. Operations and Customer Success: Ensure execution and success throughout the customer journey through self-management, organization, and proactivity. Lead onboarding for new solutions and deliver methodological/tool-based training. Proactively follow up and propose solutions to optimize operations for users of our services. Perform in-depth business diagnostics, understanding internal HR processes and people management practices. Risk Management and Performance: Implement action plans with stakeholders to anticipate and mitigate issues. Periodically monitor performance indicators and satisfaction metrics (NPS/CSAT). 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 organizational 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 in dynamic environments.** **Consultative Mindset: Proactive in recommending best practices to enhance employee performance and engagement.** **Self-Management: Organized enough to manage a demanding schedule of meetings and technical deliverables.** Desirable Requirements 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 engagements). Capacity for continuous learning about new tools and methodologies. Salary Range To be discussed Employment Type CLT Benefits * TOTVS Network University, a corporate university offering free content and certifications for every TOTVS employee; * \+Healthy Program, supporting each TOTVER with advisory services and initiatives focused on physical, mental, and financial well-being; * \+Advantages Program, Latin America’s largest discount network, exclusively for our employees; * \+Care Program, a personal support program for employees and their families, providing guidance across multiple specialties including psychology, social work, pet consultation, etc.; * Einstein Conecta, a complimentary online medical consultation benefit provided by physicians from Hospital Israelita Albert Einstein; * 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 rooms; * Life insurance; * Childcare allowance; * Private pension plan; * Office designed to foster creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology leader, we are a community of nonconformists driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Here, your professional growth unfolds within 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