Customer Success Analyst, Mid-Level – Adoption

Omie

. Take over the customer from the Implementation Specialist after implementation delivery and validate the entry criteria for the initial adoption phase.

Posted 10/6/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong capabilities in customer success management, focusing on adoption and onboarding processes, while utilizing advanced Excel skills for data analysis and reporting. Exhibits effective communication and organizational skills to support high-volume customer portfolios and ensure a positive customer experience.

Highest-signal resume keywords

Customer Success ManagementAdvanced Excel ProficiencyMultichannel Customer Support ToolsOnboarding ExperienceOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisExcel FormulasUsage Report AnalysisSaaS Adoption Journey DesignCustomer Training

Soft Skills

EmpathyDidactic CommunicationFriendly CommunicationObjective Communication

Tools & Technologies

WhatsAppIntercomCRM Systems

Industry Keywords

Business AdministrationFinancial ManagementInformation SystemsCustomer HealthSoftware Training

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

Take over the customer from the Implementation Specialist after implementation delivery and validate the entry criteria for the initial adoption phase.
Monitor system usage data to determine whether the customer is operating independently or requires intervention.
Provide targeted, prompt, and consultative support via WhatsApp, Intercom, and similar tools during the first days of use.
Launch and monitor structured contact cadences and conduct frequent check-ins on the new customer’s health and experience.
Validate the initial adoption success criteria and formalize the handoff to the Customer Health team.
Provide the Enablement and IS teams with information about recurring questions or errors after Go-Live.

Requirements

What you’ll need

Currently pursuing or completed a bachelor's degree in Business Administration, Financial/Accounting Management, Communications/Public Relations, Information Systems, or a related field.
A didactic, empathetic profile with a strong aptitude for teaching and consulting.
Fast, friendly, and objective communication suited to rapid channels such as chat and messaging.
Strong organizational skills to manage recurring contact cadences across high-volume customer portfolios.
Solid experience in Customer Success, with a focus on adoption or onboarding; premium customer service; or software training.
Ability to analyze usage reports and correlate log data with actual user behavior.
Advanced Excel proficiency, including formulas such as SUMIF, VLOOKUP, XLOOKUP, COUNTIF, and CONCATENATE, as well as pivot tables and chart creation, for usage data analysis.
Familiarity with multichannel customer support tools and CRMs.
Preferred: experience designing adoption journeys (Tech-touch / Low-touch) for SaaS customers.
Preferred: familiarity with technology, ERP systems, and/or financial systems.
Preferred: financial and/or tax knowledge.

Benefits

Comp & perks

Dental Plan | Amil Dental
Health Plan | 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 Plan
SESC Benefits
Profit-Sharing Program (PPRR)