Customer Success Manager

Há 2 dias

São Paulo, São Paulo, Brasil Wellhub Tempo inteiro
{"h3":{"text":"Unlock Your Potential in Customer Success"}},

At Wellhub, we're on a mission to revolutionize corporate wellness. As our Customer Success Manager, you'll play a pivotal role in driving engagement and retention for our Enterprise customers. Your expertise will help us deliver exceptional experiences, fostering a culture of trust and loyalty.

Key Responsibilities:

  • Develop and implement Customer Success strategies to boost engagement and adoption of our platform.
  • Lead and develop a high-performing Enterprise CSM team, fostering collaboration and customer focus.
  • Collaborate with cross-functional teams to ensure customer needs are met effectively and efficiently.
  • Design and execute engagement plans to increase platform usage and adoption.
  • Monitor engagement metrics and drive initiatives to boost platform usage, customizing approaches as needed.
  • Implement effective onboarding programs for new customers, ensuring a smooth transition and productive use of the platform.
  • Develop strategies to reduce churn and improve customer retention, including identifying risks and creating mitigation plans.
  • Conduct customer satisfaction and experience analyses, using insights to make continuous service improvements.
  • Work with the CSM team to address critical customer issues, ensuring prompt responses and high-quality solutions.
  • Monitor market trends and best practices in Customer Success, adapting them to meet customer needs.
  • Foster a culture of continuous feedback, from both customers and the team, to improve processes and performance.
  • Conduct workshops, webinars, and other educational initiatives to enhance customer proficiency in using Wellhub.
  • Establish clear KPIs to measure the success of Customer Success initiatives, including engagement, retention, and customer satisfaction.
  • Provide regular reports to leadership on progress, challenges, and improvement opportunities in engagement and retention areas.
  • Use analytical data to guide strategic decisions and continually enhance the customer experience.

What We Offer:

  • A dynamic and supportive work environment with a growth mindset.
  • Opportunities for personal and career growth, with a focus on employee development.
  • A comprehensive benefits package, including health, dental, and life insurance, as well as a flexible work program.
  • A home office stipend and a monthly flexible work allowance to support remote work.
  • Access to onsite gyms and fitness studios, digital fitness programs, and online wellness resources.
  • Paid time off, including vacations, birthdays, and parental leave.
  • A culture of trust, flexibility, and integrity, with a focus on diversity, equity, and belonging.

Requirements:

  • Proven experience in leadership roles in Customer Success, focusing on customer engagement and retention.
  • Strong team management skills, with experience in developing and coaching high-performance teams.
  • Deep knowledge of customer success metrics and tools, preferably with experience in implementing platforms similar to Wellhub.
  • Bachelor's degree in Business Administration, Marketing, Communications, Advertising, Information Technology, or a related field.
  • Advanced English is required.

Nice to Have:

  • Certification in continuous improvement, agile methodology, and customer success.

Why Wellhub?

We're a wellness company that's committed to the health and wellbeing of our employees. Our flexible program allows you to customize your benefits, according to your needs. We believe in creating a collaborative, supportive, and inclusive space where everyone knows they belong.

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