You will be responsible for understanding the customer and their objectives, and translating use of the Omie ecosystem into practical, measurable results.
We are looking for someone who combines empathy to build genuine relationships with strong analytical skills to manage multiple demands, acting proactively to ensure the customer sees value in our solution.
Manage a portfolio of customers at the beginning of their journey, ensuring implementation and system adoption.
Diagnose the business and the customer’s pain points to define, monitor and execute a success plan connected to the Omie ecosystem.
Possess in-depth product knowledge to drive customer engagement and adoption.
Act as the primary contact and strategic partner during the customer’s initial journey.
Alternate between close-touch interactions (meetings/phone) and scaled communication (email/WhatsApp), ensuring consistent presence according to each customer’s needs.
Serve as the portfolio guardian by identifying risks early and taking action to prevent churn.
Monitor health and engagement metrics, working to ensure customers perceive value in the solution and achieve success.

Prior experience managing medium-to-high volume customer portfolios (prioritization is key!).
Ability to manage multiple concurrent demands without sacrificing service quality.
Excellent communication skills across different customer profiles, with active listening and the ability to respond clearly and empathetically.
Comfortable in dynamic environments where change is constant and seen as an opportunity.
Ability to interpret numbers and turn data into actionable plans.
A genuine passion for helping people.
Experience managing SaaS customer portfolios.

Flexible benefits / meal voucher: BRL 40.00 per working day.
Home office allowance.
Commuter support for on-site work (vale-transporte). For those commuting by train/metro we offer a shuttle from the station to the office.
Bradesco health insurance plan.
Amil Dental dental plan.
Pharmacy assistance.
Childcare allowance.
Birthday day off to celebrate as you wish.
Access to partner gym apps to support physical health and wellness.
Partnerships with online therapy and meditation platforms to support mental health.
SESC partnership – Full membership.
Exclusive discounts at top universities and educational institutions for undergraduate, postgraduate and MBA courses, plus free access to Omie Academy for employees.
English-in-Company course partnerships.
Insurance discount program.
Swile Shop: exclusive discounts platform.
Partnership with Dell.
PPRL (profit-sharing program).
Travel benefits.
Life insurance.

Customer Success Analyst – Engagement

Key skills