Senior Customer Success Analyst – Enterprise Onboarding

ImpulseUP

Onboarding specialist managing complex Enterprise account implementations for HRTech startup. Focused on stakeholder engagement and proactive risk management to ensure project success.

Posted 7/7/2026full-timeRemote • 🇧🇷 BrazilSenior💰 R$6,800 per monthWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Project ManagementOnboarding Lifecycle ManagementRisk MitigationData AnalysisTemplate Standardization

Soft Skills

Adaptable CommunicationDecision-MakingOrganizationEmpathyDiscipline