Team Leader – Customer Success

Job not on LinkedIn

🔥 1 minute ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Omie

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

☁️ SaaS

💳 Fintech

🛍️ eCommerce

SaaS • Fintech • eCommerce

Omie is a cloud-based ERP system designed to simplify business management for small and medium enterprises. It offers comprehensive solutions for financial management, sales control, and inventory management, helping businesses to operate more efficiently and effectively. With features such as automated processes, real-time financial monitoring, and seamless integration, Omie empowers entrepreneurs to unlock their growth potential and streamline their operations.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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)