Customer Success Analyst — Mid-level

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee a portfolio of Top Accounts, ensuring their adoption, engagement, and ongoing value realization.

• Perform business diagnostics to identify customer pain points, crafting and implementing success plans that align with each account's strategic goals.

• Gain expertise in the Omie ecosystem to discover opportunities for expanding the use of our solutions.

• Act as the main point of contact for customers, fostering relationships across various stakeholder levels.

• Facilitate executive meetings, maintaining close communication and regular interactions to provide a tailored, high-quality experience.

• Serve as the portfolio guardian by anticipating risks, mitigating potential churns, and identifying upsell and expansion opportunities.

• Track health, engagement, and usability metrics, transforming data into actionable strategies for customer success.

• Collaborate closely with Product, Sales, and other internal teams to enhance the customer experience continually.

⛳️ Requirements

• Previous experience in Customer Success, ideally within SaaS companies.

• Experience in managing strategic portfolios, particularly with Enterprise customers, large accounts, or Top Accounts.

• Demonstrated success in retention, expansion, and revenue maximization initiatives.

• A consultative, instructional, proactive, and results-driven approach.

• Exceptional communication skills and the ability to establish strong relationships with a diverse range of stakeholders.

• Ability to handle multiple demands, prioritize independently, and focus on high-impact outcomes.

• Proficient in analyzing data and converting it into actionable strategies and plans.

• Adaptable and comfortable in dynamic environments, with a positive attitude towards change and challenges.

• A passion for creating value, enhancing relationships, and driving customer success.

• Familiarity with CRM tools and Customer Success platforms.

🏝️ Benefits

• Flexible Benefit / Meal Voucher: R$ 45.00 per working day.

• Home office allowance.

• Need to work on-site? We provide commuter benefits (vale-transporte). For those commuting by train/metro, a shuttle is available from the station to the office.

• Bradesco health insurance.

• Amil Dental dental plan.

• Pharmacy assistance.

• Childcare assistance.

• Birthday day off for you to celebrate as you wish.

• Partner apps for accredited gyms to support physical well-being.

• Partnerships with online therapy and meditation platforms to promote mental health.

• Partnership with SESC — Full Credential.

• Exclusive discounts at leading universities and educational institutions for undergraduate, postgraduate, and MBA programs, along with free access to Omie Academy for employees.

• In-company English course partnerships.

• Insurance discount program.

• Swile Shop: platform for exclusive discounts.

• Partnership with Dell.

• PPRL (performance-based profit-sharing program).

• Travel benefits.

• Life insurance.