Team Leader – Customer Success

• Lead the team of analysts responsible for customer onboarding and account management, ensuring the operation runs with quality and consistency.
• Ensure the application of playbooks, training, and account monitoring, promoting execution discipline and clarity around direction and agreements.
• Provide technical support to analysts and serve as a reference for the team.
• Monitor operational and account metrics, such as Health Score, NPS, churn, adoption, and engagement, turning data into action plans.
• Identify, report, and resolve day-to-day bottlenecks, acting with a sense of urgency to ensure a positive customer experience.
• Support the team in identifying signs of churn and disengagement, directing retention initiatives and identifying expansion opportunities.
• Conduct regular 1:1s with analysts, providing constructive feedback and mentoring to support employee development.
• Manage team performance by connecting goals, performance, and individual development plans.
• Delegate and allocate accounts and demands, optimizing team capacity.
• Lead innovation and continuous process improvement projects.
• Connect day-to-day operations to business objectives, positively influencing the team and partner departments.

• Previous experience leading Customer Success, Onboarding/Implementation, or consultative support teams at SaaS companies.
• Experience managing customer accounts and knowledge of system implementation processes.
• Knowledge of process and quality management, with a focus on standardization and continuous improvement.
• Experience analyzing data and identifying operational bottlenecks.
• Experience with performance management, combining KPI monitoring with people development.
• Experience conducting 1:1s, providing constructive feedback, mentoring, and coaching.
• Assertive communication and strong interpersonal skills when working with diverse stakeholders, both internal and customer-facing.
• Ability to delegate, prioritize, and manage multiple demands simultaneously.
• Data-driven decision-making, with an investigative mindset to identify the root causes of problems.
• Proactive profile, with accountability, a sense of urgency, and execution discipline.
• Systems thinking and business acumen to connect customer needs with solutions across the Omie Ecosystem.
• Growth mindset and a passion for developing people and delivering customer value.
• Preferred: Experience leading B2B Customer Success teams.
• Preferred: Experience with ERP and business management systems.
• Preferred: Experience creating and monitoring Individual Development Plans (IDPs).
• Preferred: Knowledge of process improvement methodologies.

• 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)