Senior Customer Success Manager (Digital / High-Volume)

Your wellbeing, our mission. Join a company shaping a healthier world.

GET TO KNOW US

At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in Europe, North America and South America, we’re on a mission to make every company a wellness company.

We believe work should be fulfilling, inspiring, and balanced. Here, you’ll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally.

Join us in redefining the future of wellbeing!

THE OPPORTUNITY

We are hiring a SMB Success Senior Manager to our Client Success team in São Paulo!

This role is to join the SMB Customer Success team in Brazil, responsible for leading and scaling a high-volume portfolio of thousands of small and medium-sized clients. As the SMB Success Senior Manager, you will lead a team of 4 to 6 specialists, driving retention, product adoption, and churn prevention through digital, automated, and AI-first models. You will map customer journeys and internal workflows, eliminate inefficiencies, and define the right balance between technology and human touch, while also supporting your team on complex negotiations and key accounts.

YOUR IMPACT

Lead and coach a team of 4 to 6 Customer Success specialists in the SMB segment, driving a high-performance culture focused on retention, product adoption, and renewals;

Own the retention strategy for a high-volume portfolio, ensuring the team hits monthly and quarterly targets for churn, retention, and adoption;

Design and scale digital, low-touch CS models using automation, WhatsApp, and AI-first solutions, defining the right balance between technology and human interaction;

Map customer journeys and internal workflows, eliminating rework and tool gaps to improve SLA and team capacity;

Identify at-risk accounts through data and build proactive prevention plans, acting before customers raise their hand to cancel;

Partner with Sales, Product, Support, and CLM to turn portfolio insights into actions that increase adoption and drive upsell and cross-sell opportunities;

Monitor KPIs such as NRR, GRR, Churn Rate, adoption, and cost to serve, providing detailed reports to leadership;

Build playbooks and segmentation criteria, and develop the team through regular 1:1s and coaching, while staying hands-on and acting as an escalation point for complex negotiations;

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 wellness.

WHO YOU ARE

Located in São Paulo and available to attend the office at least once a week.

Proven experience in leadership roles within Customer Success, Account Management, or Sales, focused on high-volume portfolios, retention, and renewals;

Strong background in digital-first, high-volume operations, managing large portfolios through scalable models (segmentation, automation, digital touchpoints) rather than one-to-one relationships;

Hands-on experience implementing or managing automated journeys for engagement, adoption, and retention, using CRM, automation, or CS platforms (e.g., Salesforce, Zendesk, Salesloft, HubSpot, Gainsight);

Analytical mindset with process and systems thinking, able to turn data on churn, NRR/GRR, and adoption into prioritized actions and measurable improvements;

Curious and proactive, someone who questions “why do we do it this way?” and takes ownership of improving operations;

Excellent communication skills, capable