Team Leader – Customer Success

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

📋 Description

• Oversee a team of analysts focused on customer onboarding and account management, ensuring operations are executed with quality and consistency.

• Guarantee the implementation of playbooks, training, and account monitoring, fostering execution discipline and clarity in direction and agreements.

• Provide technical assistance to analysts and act as a resource for the team.

• Track operational and account metrics, including Health Score, NPS, churn, adoption, and engagement, transforming data into actionable plans.

• Identify, report, and resolve daily bottlenecks, acting promptly to ensure a positive customer experience.

• Assist the team in recognizing signs of churn and disengagement, guiding retention initiatives and uncovering expansion opportunities.

• Hold regular one-on-one meetings with analysts, offering constructive feedback and mentorship to foster employee growth.

• Manage team performance by aligning goals, performance, and individual development plans.

• Assign and allocate accounts and tasks, maximizing team efficiency.

• Spearhead innovation and ongoing process improvement initiatives.

• Link daily operations to business objectives, positively impacting the team and partner departments.

⛳️ Requirements

• Prior experience in leading Customer Success, Onboarding/Implementation, or consultative support teams within SaaS companies.

• Proven track record in managing customer accounts and understanding system implementation processes.

• Familiarity with process and quality management, emphasizing standardization and continuous improvement.

• Experience in data analysis and identifying operational bottlenecks.

• Background in performance management, integrating KPI monitoring with personnel development.

• Experience in conducting one-on-one meetings, offering constructive feedback, mentoring, and coaching.

• Assertive communication and strong interpersonal skills while collaborating with diverse stakeholders, both internal and external.

• Ability to delegate, prioritize, and handle multiple demands concurrently.

• Data-driven decision-making approach, with a curious mindset to identify root causes of issues.

• Proactive attitude, demonstrating accountability, urgency, and execution discipline.

• Systems thinking and business acumen to link customer needs with solutions across the Omie Ecosystem.

• Growth mindset and a passion for nurturing talent and delivering customer value.

• Preferred: Experience leading B2B Customer Success teams.

• Preferred: Familiarity with ERP and business management systems.

• Preferred: Experience in creating and monitoring Individual Development Plans (IDPs).

• Preferred: Knowledge of process improvement methodologies.

🏝️ Benefits

• Dental Plan | Amil Dental

• Health Insurance | Bradesco Saúde

• Mental Health Platform

• Telemedicine Platform

• Life Insurance | Prudential

• Pharmacy Benefit

• Gym Allowance

• Birthday Day Off

• Flexible Meal Voucher

• Home Office Allowance

• Childcare Assistance

• Transportation Voucher and Company Shuttle

• Discount Platform (Allya, SwileShop, and Dell)

• Educational Benefits

• Travel Benefits

• Pet Health Insurance

• SESC

• Profit-Sharing and Results Bonus (PPRL)