Omie
Omie
1,001 – 5,000 Employees
eCommerceFintechSaaS
Omie develops cloud-based business management software for small and medium-sized companies. Its SaaS platform brings together financial management, sales operations, and inventory control, helping entrepreneurs centralize day-to-day workflows and make decisions with up-to-date financial information. Omie operates at the intersection of SaaS, fintech, and e-commerce, with automation and integrations designed to reduce manual work as businesses grow.

Mid-Level Customer Success Risk Analyst at Omie — Remote in Brazil

Manage customer risks, crises, and implementation blockers during onboarding. Join Omie, a business management software company serving Brazilian businesses.

Description

  • Monitor onboarding customers for risk signals and take appropriate action.
  • Own communication and recovery plans for dissatisfied customers, maintaining structured follow-up through resolution.
  • Coordinate with Product and N1/N2 Support teams to escalate and resolve technical issues that delay or prevent implementation.
  • Maintain accurate CRM records for at-risk customers, preserving a complete and traceable history of actions.
  • Identify recurring risk patterns, establish alert criteria, and develop operational recovery workflows.
  • Support Implementation Specialists with difficult conversations, customer friction, cancellation requests, negotiations, and objection handling.

Requirements

  • A completed or in-progress bachelor's degree in Business Administration, Production Engineering, Technology or Information Systems, Economics, Communications, Sales Management, or a related discipline.
  • Communicates clearly, empathetically, and assertively.
  • Handles conflict and challenging customer interactions with resilience.
  • Negotiates effectively and coordinates well across teams.
  • Works proactively and makes decisions independently.
  • Prior experience in Customer Success, onboarding, N2/N3 technical support, retention, and/or risk operations.
  • Able to analyze data, recognize stagnation patterns, and recommend process improvements.
  • Highly organized when managing multiple critical cases and support channels at once.
  • Advanced Excel skills, including SUMIF, VLOOKUP, XLOOKUP, COUNTIF, CONCATENATE, pivot tables, and charts, for analyzing risk data.
  • Experience creating and monitoring operational dashboards.
  • General familiarity with ERP, e-commerce, marketplace, and/or API ecosystems is a plus.
  • Training or practical experience in de-escalation, Nonviolent Communication (NVC), or advanced negotiation methods is a plus.

Benefits

  • Amil Dental plan
  • Bradesco Saúde health insurance
  • Mental health platform
  • Telemedicine platform
  • Prudential life insurance
  • Pharmacy benefit
  • Gym allowance
  • Birthday day off
  • Flexible meal voucher
  • Home office allowance
  • Childcare assistance
  • Transportation voucher and company shuttle
  • Discount platform through Allya, SwileShop, and Dell
  • Educational benefits
  • Travel benefits
  • Pet health insurance
  • SESC benefits
  • Profit-sharing and results bonus (PPRR)

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