Customer Success Analyst

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🕒 June 30

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iugu

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

💳 Fintech

🔌 API

☁️ SaaS

💰 $14M Venture Round - Iugu on 2023-11

Fintech • API • SaaS

iugu is a Brazilian technology company that provides modular, API-driven financial infrastructure for businesses. It offers payment processing (Pix, credit cards, boleto), subscription/recurring billing, split payments for marketplaces, and Banking-as-a-Service (BaaS) capabilities including digital accounts and card issuance, all delivered via robust REST APIs and dashboard tools. iugu targets companies that need scalable, automated payment and receivables management — from startups and SaaS vendors to marketplaces and enterprises — with a focus on security, compliance, and integration with ERPs and e-commerce platforms.

📋 Description

• Resolve technical and financial incidents that involve multiple teams, keeping the client informed; • Monitor operational metrics (approval rate, chargeback, volume) and act proactively; • Operate at the intersection of technical and business, translating product behavior into business terms; • Identify early signs of churn risk and perform the appropriate handover to the sales/commercial team.

🎯 Requirements

• The payments ecosystem and its metrics: approval rate, chargeback, PIX, card, boleto, reconciliation and antifraud; • Customer Success practices and portfolio/account management; • Support/CRM tools (such as Zendesk, Salesforce or HubSpot); • How to manage escalations and communicate with technical teams and client stakeholders; • Experience in fintech, merchant acquiring, sub-acquiring or payment platforms (preferred); • Familiarity with APIs and sufficient technical knowledge to liaise with Product and Engineering; • Courses or certifications in Customer Success, Customer Experience or account management (preferred); • English or Spanish to support accounts with international operations (preferred).

🏖️ Benefits

• Swile card credit of R$ 1,689.59 distributed as follows: • Meal and Food: R$ 772.99. • Mobility: R$ 408.60 for your commute. • Bradesco Health and Dental plan. • TotalPass: platform with over 250 training/exercise modalities available. • Vittude: scheduling of psychological consultations with a 40% discount. • Life insurance. • Breakfast: every day. • Fresh fruit: available daily at the office. • Mini-market: snack, ready-meal and beverage options. • Childcare assistance. • Maternity leave: extended to 180 days. • Parental leave: extended to 30 days. • Short-term incentive: based on achievement of targets and individual performance evaluation. • Day off: in the month of your birthday. • iu+go: semi-annual performance management program.