Client Success Manager

Summary

Join Wellhub's Wellz team in São Paulo as a Client Success Manager (SMB Wellz) and be a key member supporting SMB clients. You will ensure successful onboarding, adoption, and renewal for these customers. Responsibilities include managing a portfolio of B2B clients, defining customer success playbooks, building relationships with internal stakeholders, designing the HR experience journey for SMB clients, monitoring account health, analyzing product usage data, leading business reviews, driving upsells and renewals, and ensuring high customer satisfaction. The ideal candidate possesses proven Customer Success experience in SaaS and B2B, experience managing large client portfolios, prior experience in managing and developing teams, and strong analytical, communication, and interpersonal skills. Wellhub offers a comprehensive benefits package including health, dental, and life insurance; flexible work options; flexible scheduling; access to wellness resources; paid time off; paid parental leave; and opportunities for career growth.

Requirements

• Proven Customer Success experience in SaaS and B2B
• Experience managing large client portfolios in scalable service models such as tech-touch and no-touch
• 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 ( SMB accounts), ensuring successful onboarding, adoption, and renewal
• Define and implement scalable, tech-touch and low-touch customer success playbooks and processes for SMB clients
• Build strong relationships with key intern 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
• Drive upsell, cross-sell, and renewals
• Ensure high Net Promoter Score (NPS), strong 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

Strong project management is a plus

Benefits

• Health, dental, and life insurance
• 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. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home
• 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
• 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. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted
• 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
• 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 100% paid parental leave to all new parents and extended maternity leave
• Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development