Customer Success Operations Associate (Associado de Operações de Customer Success) - São Paulo (Hybrid)

The role

You will design, maintain, and optimize data systems, dashboards, and automated workflows to support customer retention, activation, and growth. You will act as a strategic operational partner to local CS Leaders and Account Managers using HubSpot and AI tools.

What you will do

• Own and maintain the daily HubSpot CRM environment for the local Customer Success team.
• Manage account assignments, health tags, territory mapping, and data hygiene.
• Design and maintain actionable scorecards and dashboards in HubSpot, Metabase, and Google Sheets.
• Track key CS metrics including Churn risk scoring, NPS/CSAT, product adoption, engagement cohorts, and onboarding performance.
• Identify manual bottlenecks and build automated workflows using n8n and AI tools.
• Lead the technical setup and execution of customer activation, onboarding, and retention campaigns.
• Serve as the primary operational point of contact for CS managers and account leads in Brazil.
• Assist with onboarding new team members on operational playbooks, reporting tools, and automated workflows.

Required qualifications

• 1–2 years in Sales Operations, CS Operations, Revenue Operations, or Data Analytics within a B2B SaaS or tech environment.
• Direct, hands-on experience with HubSpot CRM (administration, workflow automation, custom reporting, and property management).
• High proficiency in Google Sheets / Excel (advanced formulas, pivot tables, and logical modeling).
• Ability and enthusiasm to leverage AI tools (Claude, ChatGPT) and workflow automation tools (n8n or similar).
• Understanding of core Customer Success performance indicators (Retention, Churn Risk, NPS/CSAT, Time-to-Onboard, and Account Health).
• Strong organizational skills, attention to detail, and a self-starter mindset.

Nice to have

• Familiarity with BI tools (Metabase, Looker, or Tableau)
• Basic knowledge of SQL or APIs
• Professional proficiency in both English and Portuguese

Benefits

• Competitive salary
• Stock options (ESOP) from day one
• An annual learning budget
• Accelerated development paths

About the company

Clara is the leading platform in Latin America for companies to execute and manage every payment operation. It is a team of ~400 people backed by Notable Capital, Coatue, Kaszek, monashees, DST Global, ICONIQ, General Catalyst and Goldman Sachs.