Client Success Manager

Join to apply for the Client Success Manager (SMB Wellz) role at Wellhub

Join to apply for the Client Success Manager (SMB Wellz) role at Wellhub

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Your Wellbeing Matters. Join a Company That Cares.
GET TO KNOW US
Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company.

• Big news: Gympass is now Wellhub We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a "pass for gyms" to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here.
  

THE OPPORTUNITY
We are hiring a Client Success Manager (SMB Wellz) to our Wellz team in São Paulo
Join Wellz and be a key member of our client success team, supporting our SMB clients. We're looking for experienced leaders to ensure successful onboarding, adoption, and renewal for these customers. If you're passionate about client outcomes and ready for a challenge, grow with us
YOUR IMPACT

• Own and manage a portfolio of B2B clients ( SMB accounts), ensuring successful onboarding, adoption, and renewal.
• Define and implement scalable, tech-touch and low-touch customer success playbooks and processes for SMB clients.
• Build strong relationships with key intern stakeholders (such as Revenue Ops, Sales, and Marketing), understanding their business goals and challenges in large clients, advocating for customer needs, and designing processes.
• Design and oversee the HR experience journey for SMB clients, including defining and managing scalable processes that ensure successful onboarding, adoption, and renewal, acting as the owner of the HR experience without direct client support.
• Monitor account health and proactively address risks or red flags.
• Analyze product usage data to generate insights and drive value-based conversations.
• Lead regular business reviews and present impact reports to clients.
• Drive upsell, cross-sell, and renewals,
• Ensure high Net Promoter Score (NPS), strong retention rates, and overall customer satisfaction.
• Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance.
  

Who You Are

• Proven Customer Success experience in SaaS and B2B.
• Experience managing large client portfolios in scalable service models such as tech-touch and no-touch.
• Prior experience in managing and developing teams.
• Intermediate English (reading/writing);
• Highly analytical with skills in managing customer experience funnels.
• Organizational and problem-solving abilities.
• Excellent interpersonal and communication skills, comfortable engaging with different tiers of client and senior stakeholders.
• Ability to build deep, trusting client relationships; empathetic and customer-focused.
• Strong negotiation skills, strategic mindset, and ability to work autonomously.
• Strong project management is a plus.
  

We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience managing and developing teams, such as proven Customer Success experience in SaaS and B2B with SMB clients are mandatory requirements.
What We Offer You
We're a wellness company that is committed to the health and wellbeing of our employees. Our flexible program allows you to customize your benefits, according to your needs
Our Benefits Include
WELLNESS: Health, dental, and life insurance.
FLEXIBLE WORK: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.
FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.
WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.
PAID TIME OFF: We know how important it is that our employees take time away from work to recharge.
Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday.
PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave.
CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.
CULTURE: An exciting and supportive atmosphere with ambitious people from around the world You'll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page
And to get a glimpse of Life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn
Diversity, Equity, and Belonging at Wellhub
We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.
Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.
Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos.
Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Wellness and Fitness Services

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