About the role

Client Success Director for SMB segment at Wellhub, leading customer engagement, adoption, and retention strategies in Brazil. Driving exceptional end-to-end customer journey in a strategic market.

Responsibilities

Define and implement the Customer Success strategy to increase engagement of SMB customers with Wellhub;
Lead and develop the SMB Success team, fostering a high-performance culture, collaboration, and customer focus;
Collaborate with Product, Sales, Marketing, and Technology teams to ensure customer needs are met effectively and efficiently, and that the customer journey is optimized;
Develop and execute engagement plans to increase adoption and use of the platform;
Monitor engagement metrics and drive initiatives that boost platform usage, customizing approaches as needed;
Implement effective onboarding programs for new customers;
Implement strategies to reduce churn and improve customer retention;
Conduct customer satisfaction and experience analyses, using insights to make continuous service improvements;
Monitor market trends and best practices in Customer Success;
Foster a culture of continuous feedback, from both customers and the team;
Conduct workshops, webinars, and educational initiatives to enhance customer proficiency;
Establish clear KPIs to measure success of Customer Success initiatives;
Provide regular reports to leadership on progress, challenges, and opportunities for improvement.

Advance/Fluent English is required;
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;
Nice to have: Certification in continuous improvement, agile methodology, and customer success.
Excellent verbal and written communication skills, with the ability to influence and collaborate effectively at all organizational levels;
Analytical capability to interpret complex data and translate insights into strategic actions;
Proactive, with a strong results orientation and the ability to work in a dynamic and fast-paced environment.

FREE Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more!
A complete emotional wellbeing program with a unique approach, offering personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
Health, dental, and life insurance.
As a Flexible First company, we offer hybrid and remote options.
Flexibility for shaping how and when tasks are completed.
Paid time off after 6 months and additional 3 days off per year + 1 day for each year of tenure (up to 5 additional days).
100% paid parental leave to all new parents.
Access to world-class training platforms and continuous learning opportunities.
A supportive culture that empowers individuals to take ownership and make a meaningful impact.