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Customer Success Management Director

2 meses atrás

São Paulo, São Paulo, Brasil Gympass Tempo inteiro
About the Role

We are seeking a highly skilled and experienced Customer Success Management Director to join our Client Success team in São Paulo. As a key member of our team, you will be responsible for defining and implementing the Customer Success strategy to increase engagement of Enterprise customers with Wellhub.

Key Responsibilities
  • Customer Success Strategy: Develop and execute a comprehensive Customer Success strategy to drive customer engagement and retention.
  • Team Leadership: Lead and develop the Enterprise CSM team, fostering a high-performance culture, collaboration, and customer focus.
  • Collaboration: Collaborate with Product, Sales, Marketing, and Technology teams to ensure customer needs are met effectively and efficiently, and that the customer journey is optimized.
  • Engagement Planning: Develop and execute engagement plans to increase adoption and use of the platform.
  • Metrics Analysis: Monitor engagement metrics and drive initiatives that boost platform usage, customizing approaches as needed.
  • Onboarding: Implement effective onboarding programs for new customers, ensuring a smooth transition and productive use of the platform.
  • Churn Reduction: Implement strategies to reduce churn and improve customer retention, including identifying risks and creating mitigation plans.
  • Customer Satisfaction: Conduct customer satisfaction and experience analyses, using insights to make continuous service improvements.
  • Critical Issue Resolution: Work with the CSM team to address critical customer issues, ensuring prompt responses and high-quality solutions.
  • Market Trends: Monitor market trends and best practices in Customer Success, adapting them to meet customer needs.
  • Culture of Feedback: Foster a culture of continuous feedback, from both customers and the team, to improve processes and performance.
  • Education and Training: Conduct workshops, webinars, and other educational initiatives to enhance customer proficiency in using Wellhub.
  • KPIs and Reporting: Establish clear KPIs to measure the success of Customer Success initiatives, including engagement, retention, and customer satisfaction.
  • Leadership Reporting: Provide regular reports to leadership on progress, challenges, and improvement opportunities in engagement and retention areas.
  • Data-Driven Decision Making: Use analytical data to guide strategic decisions and continually enhance the customer experience.
Requirements
  • Leadership Experience: Proven experience in leadership roles in Customer Success, focusing on customer engagement and retention.
  • Team Management: Strong team management skills, with experience in developing and coaching high-performance teams.
  • Customer Success Metrics: Deep knowledge of customer success metrics and tools, preferably with experience in implementing platforms similar to Wellhub.
  • Education: Bachelor's degree in Business Administration, Marketing, Communications, Advertising, Information Technology, or a related field. An MBA or other advanced qualifications is a plus.
  • Language Skills: Advanced English is required.
  • Nice to Have: Certification in continuous improvement, agile methodology, and customer success.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to influence and collaborate effectively at all organizational levels.
  • Analytical Skills: Analytical capability to interpret complex data and translate insights into strategic actions.
  • Results Orientation: Proactive, with a strong results orientation and the ability to work in a dynamic and fast-paced environment.
About Wellhub

We are 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.
  • 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.
  • 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 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.
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.