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Omie

Customer Success Analyst, Mid-Level

Omie

. Structure, manage, and continuously improve the onboarding and ramp-up program for new employees in Implementation, Retention, Engagement, and Support.

Posted 10/15/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in onboarding program management, training development, and customer success methodologies, with a strong focus on process documentation and operational efficiency. Proficient in utilizing CRM systems and operational tools to enhance training effectiveness and customer service excellence.

Highest-signal resume keywords
Onboarding Program ManagementCustomer Success TrainingCRM Systems ProficiencyProcess DocumentationSoft-Skills Development

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Excel ProficiencySQL KnowledgeOperational Tool ProficiencyDashboard CreationTraining Development
Soft Skills
Empathetic ApproachExcellent Communication SkillsProactive MindsetOrganizational SkillsFacilitative Leadership
Tools & Technologies
CRM SystemsIntercomWhatsAppNotionConfluence
Certifications & Qualifications
Nonviolent Communication (NVC)Conflict ManagementFacilitator/Trainer Development
Industry Keywords
B2B SaaSCustomer ServiceCustomer SuccessTraining & DevelopmentOperational Efficiency

Tech Stack

Tools & technologies
ERPSQL

About the role

Key responsibilities & impact
  • Structure, manage, and continuously improve the onboarding and ramp-up program for new employees in Implementation, Retention, Engagement, and Support.
  • Work closely with the Training & Development team, aligning instructional methodologies and learning paths.
  • Create tools, guides, and methodologies to support Customer Success best practices and customer service excellence.
  • Map, standardize, and document processes while maintaining a centralized, up-to-date, and accessible knowledge base.
  • Analyze feedback and Adoption, Risk, Retention, and customer service audit data to identify training gaps.
  • Design and deliver hands-on training on CRM, WhatsApp, Intercom, scheduling tools, and internal systems.
  • Create and support soft-skills workshops and training, including assertive communication, active listening, de-escalation, time management, negotiation, and consultative skills.
  • Build, maintain, and monitor operational dashboards covering ramp-up, efficiency, tool adoption, and the impact of training programs.
  • This role will not be responsible for developing or delivering technical and functional training on business rules or ERP/software features.

Requirements

What you’ll need
  • Bachelor’s degree completed or in progress in Business Administration, Communications/Public Relations, Education, Human Resources Management, Psychology, Production Engineering, Technology/Information Systems, or a related field.
  • Highly instructional, facilitative, and empathetic approach.
  • Excellent verbal and written communication skills for leading workshops and behavioral activities.
  • Strong process-oriented mindset and rigorous organizational skills for managing knowledge bases and documentation.
  • Proactive and autonomous profile, with the ability to identify needs, take ownership of initiatives, and independently lead projects from planning through delivery.
  • Previous experience in Enablement, Operations Training & Development, CS Operations, or Customer Service/Customer Success training.
  • Previous experience in B2B SaaS companies or technology startups.
  • Practical proficiency with operational tools, including CRM systems, customer service platforms, and WhatsApp (Intercom, Zendesk, etc.).
  • Experience creating playbooks, customer service guides, and soft-skills development paths.
  • Proficiency with documentation tools (Notion, Confluence, Loom, LMS platforms).
  • Excel proficiency (including SUMIF, VLOOKUP, XLOOKUP, and pivot tables) for tracking adoption and cohort metrics.
  • Practical ease with AI tools (ChatGPT, Gemini, Claude, etc.) and workflow automation.
  • Preferred: basic knowledge of SQL for querying, extracting, and combining data, as well as processing operational datasets.
  • Preferred: experience creating dashboards and management views in Databricks, Power BI, Metabase, and/or Looker Studio.
  • Preferred: courses or certifications in Nonviolent Communication (NVC), Conflict Management, or Facilitator/Trainer Development.
  • Preferred: experience with quality audits (QA / Call Reviews / Chat Reviews).
  • Preferred: experience building queries and data pipelines for CS/Operations teams in Databricks.
  • Preferred: experience implementing AI solutions for automating training and customer service processes.

Benefits

Comp & perks
  • 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 Benefits
  • Profit-Sharing and Results Program (PPRL)