Customer Success Analyst – Accounts Receivable and Claims Denials Appeals

• Proactively manage a portfolio of clients, prioritizing accounts according to criticality and growth potential
• Ensure compliance with the department’s processes and playbooks
• Keep interactions and action plans updated in the CRM
• Participate in Customer Success team rituals and support continuous process improvement
• Prepare quarterly account plans with objectives shared with the client
• Map success metrics and create action plans to achieve business objectives
• Advise clients on best practices for using the solutions
• Deliver training and enablement sessions
• Lead strategic meetings and present performance reports
• Build relationships with decision-makers, from operations to executive leadership
• Conduct periodic on-site visits
• Act as the primary point of contact and customer advocate within ZG
• Map decision-makers at all levels of each account
• Monitor account health indicators and prevent dissatisfaction and churn
• Identify expansion opportunities and route them according to company processes

• At least 3 years of experience in hospital accounts receivable, claims denials appeals, or medical billing audit
• Experience reviewing payer remittance statements
• Experience identifying and classifying administrative and technical claim denials
• Experience preparing and submitting appeals
• Experience reconciling payments and managing delinquent accounts
• Experience building relationships with managers and executive leadership
• Ability to translate operational data into financial impact
• Intermediate to advanced spreadsheet skills, including pivot tables, VLOOKUP, and filters
• Clear, assertive verbal and written communication
• Reside in São Paulo or the metropolitan area
• Availability for frequent business travel
• Appropriate setup for working in a home-office environment
• Experience in Customer Success, account management, implementation, or consulting in healthtech or hospital management software is a plus
• Experience negotiating claim denials directly with payers is a plus
• Knowledge of hospital systems such as Tasy, MV, and Smart is a plus
• Familiarity with data analysis, BI tools, and AI applications is a plus

• Flexible Caju benefits card (meal and food allowances)
• Health insurance plan
• Dental plan
• Workplace exercise program
• Birthday day off
• Home-office allowance
• Partnerships with educational institutions (IPOG and WiseUp)
• Wellhub/Gympass
• 40-hour workweek, with a 2-hour lunch break and flexible hours