Junior Customer Success Analyst – Onboarding Focus

LWSA

Onboarding Analyst focusing on customer success at Octadesk, managing customer implementations and strategies for onboarding and automation.

Posted 4/27/2026full-timeSão Paulo • 🇧🇷 BrazilJuniorWebsite

About the role

Key responsibilities & impact

Implementation Management: Lead new client kickoffs, aligning scope, timelines, support flows and responsibilities.
Configuration & Strategy: Set up channels (WhatsApp, Facebook, Chat, Instagram, email) and design automation, bot and AI flows aligned with the customer journey.
Technical Support: Assist with integrations via REST APIs, test endpoints and review technical documentation.
Customer Education: Deliver training for operators and managers, adapting technical language to different audience profiles.
Project Management: Manage multiple simultaneous implementations, ensuring milestones are met and the CRM is kept up to date.
Results-Oriented: Monitor activation KPIs and identify bottlenecks to optimize Time to Value (TTV) and product adoption.
Quality Handoff: Perform handoffs to the Customer Success team, documenting configurations, risks and agreed terms.
Internal Collaboration: Provide structured insights to Product, Sales and Support teams based on real field feedback.

Requirements

What you’ll need

Onboarding Experience: Proven experience in implementations or Customer Success with SaaS companies.
Consultative Communication: Ability to conduct meetings with stakeholders at different levels, including C-level.
Project Management: Ability to manage multiple accounts in parallel with a focus on deadlines and status tracking.
Educator Profile: Ability to develop materials and run training sessions for users and managers.
CRM Knowledge: Familiarity with HubSpot, Salesforce or similar tools.
Technical Mindset: Basic understanding of REST APIs, webhooks and chatbot automation logic.
Technical Curiosity: Desire to gain a deep understanding of the product.
Support Tooling: Experience with omnichannel platforms (Zendesk, Intercom or similar).
Hands-on Technical Experience: Practical experience with webhooks, authentication and field mapping.
Automation: Experience creating and configuring chatbots and automated support flows.
Agile Management: Knowledge of agile methodologies applied to project management.
Experience at Scale: Experience implementing projects for medium to large customers (100+ users).

Benefits

Comp & perks

Flexible meal allowance (via benefits plan);
Transportation allowance;
Childcare assistance;
Well Hub;
Pipo Saúde - support for appointment scheduling, reimbursements and more;
Alphafitness - partnership focused on mind and body care;
Health insurance;
Dental insurance;
Educational partnerships;
Birthday day off;
Paid vacation & related benefits;
Life insurance.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

REST APIswebhookschatbot automationCRM managementautomation configurationproject managementcustomer journey designactivation KPIstechnical documentation reviewtraining material development

Soft Skills

consultative communicationeducator profileresults-orientedinternal collaborationstakeholder managementadaptabilityproblem-solvingtime managementteam leadershipcustomer success orientation