Client Success Manager

Summary

Join Wellhub's Client Success team in São Paulo as a Manager, Client Success! This key role focuses on supporting large and SMB clients from indirect channels, ensuring successful onboarding, adoption, and renewal. You will own a client portfolio, define customer success playbooks, build stakeholder relationships, and monitor account health. Data analysis and regular business reviews are crucial, as is supporting upsell/cross-sell opportunities. The ideal candidate possesses proven SaaS and B2B customer success experience, team management skills, and strong analytical and communication abilities. Wellhub offers a flexible work environment, comprehensive benefits, and opportunities for career growth.

Requirements

• Proven Customer Success experience in SaaS and B2B
• 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

Responsibilities

• Own and manage a portfolio of B2B clients (Large and SMB accounts), ensuring successful onboarding, adoption, and renewal
• Define and implement tailored customer success playbooks and processes for Large and SMB clients
• Build strong relationships with key 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
• Support upsell and cross-sell opportunities in partnership with the Sales team and ensure high Net Promoter Score (NPS), 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

Preferred Qualifications

• Advanced Spanish/Italian
• Strong project management

Benefits

• Health, dental, and life insurance
• Flexible hybrid and full remote work options; home office stipend and monthly flexible work allowance
• Flexible schedule 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. You will receive the Gold plan at no cost, and other premium plans will be 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