Customer Success Team Leader (Engagement)

Omie's purpose is to bring prosperity to the Brazilian entrepreneurial ecosystem. Therefore, we look for people with a growth mindset, valuing profiles that have adaptability, a collaborative sense, and are motivated by innovation and continuous learning. Be part of the story of one of the fastest-growing technology companies in the country! 🚀 #VempraOmie Your challenge: Lead the team of analysts responsible for onboarding and client portfolio management, ensuring that operations run with quality and consistency. Ensure the application of playbooks, training, and portfolio tracking, promoting discipline in execution and clarity in directions and agreements. Provide technical support to analysts, serving as a reference for the team. Monitor operational and portfolio 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 great customer experience. Support the team in identifying signs of churn and disengagement, directing retention actions and seizing expansion opportunities. Conduct recurring 1:1s with analysts, applying constructive feedback and mentoring for personal development. Manage team performance, connecting goals, performance, and individual development plans. Delegate and distribute portfolios and demands, optimizing team capacity.