Customer Insights Specialist (SaaS)

TL;DR

Customer Insights Specialist (SaaS): Operational execution of the customer insights strategy using VoC and CS tools with an accent on data cleansing, KPI dashboard maintenance, and automated reporting. Focus on analyzing customer health metrics (NPS, CSAT, CES) to identify churn indicators and recommend retention playbooks.

Location: Must be based in Brazil (100% remote or hybrid for Serra Gaúcha residents)

Company

hirify.global is a leading global provider of specialized visualization, sales, manufacturing, and content software for the retail, design, and manufacturing industries.

What you will do

• Administer and maintain VoC and CS platforms such as CustomerGauge and Totango.
• Manage survey launches, data intake, cleansing, and ensure a consistent operational reporting cadence.
• Develop and maintain KPI dashboards and automate score updates for internal teams.
• Analyze customer health trends and VoC metrics (NPS, CSAT, CES) to identify leading and lagging indicators of churn, retention, and expansion.
• Collaborate with CS and Renewals teams to flag at-risk accounts based on defined criteria and communication protocols.
• Maintain and update the reference library of insights, case studies, and playbooks.

Requirements

• Hands-on experience in platform administration and operational management of VoC, CX, and/or CS tools (e.g., Totango, CustomerGauge).
• Proven expertise in survey logic, insights reporting, and health score management.
• Advanced English (C1+) is required.
• Must be based in Brazil.
• Strong collaboration, communication, and documentation skills for change management initiatives.

Culture & Benefits

• National medical and dental health plans (Unimed).
• Annual Profit Sharing Program and education allowance.
• Flexible work arrangements with a home office allowance (if applicable).
• Life insurance and meal/restaurant allowances (Alelo Tudo).
• Wellness perks including Gympass, Zenklub (Health app), and Guapeco (Pet Plan).
• Family-oriented policies with maternity and paternity extension leave.