Onboarding Success Manager I in Brazil at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Onboarding Success Manager I based in Brazil.

This is a fully remote, fixed-term opportunity focused on delivering an exceptional onboarding experience for customers and their newly hired team members.
You’ll serve as a key point of contact throughout the onboarding journey, providing guidance, resolving questions, and ensuring accurate information and documentation.
The role involves close collaboration with Legal, Sales, Product, Finance, and other teams to manage requests and escalations effectively.
You’ll help maintain high customer satisfaction while identifying ways to improve processes, knowledge resources, and self-service experiences.
The environment is global, fast-paced, asynchronous, and highly autonomous, with a strong emphasis on customer empathy and operational excellence.
You’ll also have opportunities to leverage AI and workflow automation to improve productivity and create scalable solutions.
This role is ideal for someone who enjoys combining customer success, operations, problem-solving, and the future of global employment.

• Own the onboarding journey for customers and their new team members, serving as a trusted point of contact from initial hire submission through engagement.
• Provide timely, accurate guidance through documentation, meetings, and direct customer interactions, responding effectively to onboarding questions and requests.
• Schedule and manage customer and team member meetings, ensuring concerns are addressed clearly and efficiently.
• Manage custom requests and escalations by coordinating with Sales, Product, Legal, Finance, and other internal teams.
• Support contract customization processes while following internal procedures and maintaining compliance.
• Ensure customer information and platform data are captured, processed, and maintained accurately to support a smooth employment experience.
• Create and continuously improve onboarding documentation, knowledge resources, playbooks, and customer self-service tools.
• Monitor customer satisfaction and contribute to improving relevant service metrics such as cSAT and NPS.
• Stay current on product releases, employment regulations, and changes that may affect the onboarding experience.
• Follow established processes while identifying opportunities to improve workflows, consistency, scalability, and the overall customer experience.
• Embrace AI and workflow automation tools to identify opportunities for greater productivity and operational efficiency.
• Complete ongoing training and upskilling while meeting agreed performance and quality objectives.

• 3+ years of experience in HR or in a customer-facing role within an HR SaaS environment.
• Proven customer-first mindset, with a strong ability to understand customer needs and deliver thoughtful, high-quality support.
• Experience scheduling and managing customer meetings and handling customer escalations.
• Demonstrated ability to meet and improve customer satisfaction metrics, such as cSAT or NPS.
• Experience following, maintaining, and improving operational processes while adding an appropriate human touch to customer interactions.
• Excellent organizational, analytical, and attention-to-detail skills, combined with a strong work ethic.
• Excellent written and verbal communication skills in fluent English.
• Strong interpersonal skills, determination, tenacity, and the ability to work effectively in a fast-paced environment.
• Ability to work independently and confidently in a fully remote, asynchronous environment.
• Reliable home internet connection suitable for remote work.
• Strong interest in remote-first work and the future of global employment.
• Willingness to adopt emerging AI technologies and continuously experiment with automation and workflow improvements.
• Nice to have: 3+ years of customer success experience, particularly onboarding customers onto HR SaaS platforms across SMB to enterprise segments.
• Nice to have: Knowledge of employment practices across multiple countries.
• Nice to have: Fluency in additional languages beyond English.

• Fully remote work environment with the flexibility to work from home.
• Fixed-term contract anticipated to run through May 2027.
• Brazil compensation: R$150,000–R$200,000.
• 40 days of paid time off per year, including holidays and vacation, or more where locally required.
• Mental health and wellbeing support.
• Monthly wellbeing allowance.
• At least three months of paid parental leave for new parents, with job protection according to applicable policies and local requirements.
• Work-from-home stipend for laptop and home-office equipment.
• Global, diverse, and inclusive working environment.
• Asynchronous and collaborative way of working with colleagues across multiple countries.
• Opportunity to contribute to a mission focused on creating more equitable global employment opportunities.