Client Success Manager

Summary

Join Wellhub, a corporate wellness platform, as a Client Success Manager for large accounts in São Paulo. You will manage a portfolio of strategic accounts, ensuring maximum value from the Wellhub platform. This role involves developing engagement strategies, providing business consulting, and building strong executive relationships. You will analyze usage, generate reports, and mitigate risks to ensure client retention. Collaboration with internal teams is crucial, and you will need significant experience in customer success and account management, particularly with large accounts. Wellhub offers a comprehensive benefits package including flexible work options, paid time off, parental leave, and wellness programs.

Requirements

• Significant experience in Customer Success, Account Management, or Relationship Management, preferably working with large, complex accounts
• Strong communication and influencing skills, with the ability to engage with executives at multiple levels
• Expertise in implementing retention and engagement strategies
• Experience with CRM tools and analytics
• Ability to understand and navigate complex corporate structures and environments with multiple stakeholders
• Experience in negotiating and managing high-value contracts, with a focus on engagement maximization and churn mitigation
• Fluency in English
• Prior experience in business acumen within large organizations and data-driven decision making to drive client engagement and retention strategies

Responsibilities

• Serve as the primary point of contact for high-value clients, ensuring their needs are met with close support, focusing on long-term relationships
• Design and implement detailed engagement plans to maximize the adoption and usage of well-being solutions by the client’s employees, aligning with each client’s business goals
• Act as a strategic advisor to clients, gaining a deep understanding of their HR operations and challenges, and providing valuable insights that contribute to the success and growth of the partnership
• Build and maintain trusted relationships with multiple stakeholders in the client—from operational to leadership levels—ensuring the solution is seen as a critical element for the business’s success
• Continuously monitor customer success metrics, including engagement, product usage, and engagement KPIs, generating strategic reports for both internal and external stakeholders
• Anticipate issues that could impact client satisfaction, taking proactive actions to ensure contract renewal and retention while mitigating churn risks
• Work closely with Onboarding, CX, Well-being Engagement, and Operations teams to ensure client needs are properly addressed
• Facilitate discussions around delivered value, ensuring that clients clearly perceive the positive impact of the Wellhub solution on their business, aligned with the expectations set
• 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

Preferred Qualifications

Experience with HR-focused services or SaaS solutions

Benefits

• Health, dental, and life insurance
• Flexible hybrid and full remote work options; home office stipend and a monthly flexible work allowance
• Flexibility to adjust working hours based on personal schedule, time zone, and business needs
• Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. Gold plan at no cost, and other premium plans significantly discounted
• 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
• 100% paid parental leave to all new parents and extended maternity leave
• Outstanding opportunities for personal and career growth