Customer Success Analyst, Mid-level – Engagement

Omie

Customer Success Analyst managing client engagement and retention for software company Omie. Connecting with clients, monitoring outcomes, and ensuring successful product adoption.

Posted 5/21/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Connect with customers: Alternate between high-touch contacts (meetings/phone) and scaled channels (email/WhatsApp), ensuring a consistent presence according to each customer’s needs.
Be consultative: Conduct business diagnostics and identify customer pain points to define, monitor and execute a success plan connected to the Omie Ecosystem.
Monitor outcomes: Track health and engagement metrics, working to ensure customers perceive value in the solution and achieve success.
Focus on retention: Act as a guardian of your portfolio, proactively identifying risks and taking actions to prevent cancellations.
Ensure customer satisfaction: Serve as the primary point of contact and strategic partner during the customer’s initial journey.
Guide the journey: Manage a portfolio of customers in the early stages, ensuring implementation and adoption of the system.
Know the product: Master product knowledge to effectively engage customers and drive adoption.

Requirements

What you’ll need

Strong communication skills across different customer profiles, with the ability to listen and respond with clarity and empathy.
Ability to manage multiple concurrent demands without compromising service quality.
Comfort with dynamic environments where change is constant and viewed as an opportunity.
Prior experience managing medium- to high-volume portfolios (prioritization is key).
Ability to interpret numbers and turn data into actionable plans.
Experience in SaaS account/portfolio management.
A genuine passion for helping people.

Benefits

Comp & perks

Flexible benefit / Meal voucher: R$45.00 per working day.
Remote work allowance.
Need to work on-site? We provide a transport allowance. For those commuting by train/metro, there is a company shuttle from the station to the office.
Bradesco health insurance plan.
Amil Dental dental plan.
Pharmacy allowance.
Childcare assistance.
Birthday day off, so you can celebrate however you like!
Partner apps for accredited gyms to support physical health and wellness.
Partnerships with online therapy and meditation platforms for mental health and wellness.
Partnership with SESC - Full Credential.
Exclusive discounts at leading universities and educational institutions for undergraduate, postgraduate and MBA courses, plus free access to Omie Academy for employees.
Partnership for English in Company courses.
Employee discount program for insurance products.
Swile Shop: platform for exclusive discounts.
Partnership with Dell.
PPRL.
Travel benefits.
Life insurance.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaS account managementdata interpretationbusiness diagnosticssuccess plan executionhealth and engagement metrics tracking

Soft Skills

strong communicationempathymulti-taskingadaptabilitycustomer retention focusconsultative approachproactive risk identificationcustomer satisfactionlistening skillsclarity in response