SMB Client Success Director

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 11 countries, 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 Client Success Director to our Client Success SMB team in São Paulo - Brazil! This role is to join Wellhub as a Client Success Director for our SMB segment in Brazil , leading the strategy and execution of customer engagement, adoption, and retention across a high-impact portfolio. You will be responsible for shaping and scaling the SMB Customer Success vision, developing a high-performing team, and partnering closely with Sales, Product, Marketing, and Technology to deliver an exceptional end-to-end customer journey. This is a critical leadership position with direct influence on growth, customer lifetime value, and the long-term success of our SMB customers in a fast-growing and strategic market. YOUR IMPACT 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, ensuring a smooth transition and productive use of the platform; Implement strategies to reduce churn and improve customer retention, including identifying risks and creating mitigation plans; Conduct customer satisfaction and experience analyses, using insights to make continuous service improvements; Monitor market trends and best practices in Customer Success, adapting them to meet customer needs; Foster a culture of continuous feedback, from both customers and the team, to improve processes and performance; Conduct workshops, webinars, and other educational initiatives to enhance customer proficiency in using Wellhub; Establish clear KPIs to measure the success of Customer Success initiatives, including engagement, retention, and customer satisfaction; Provide regular reports to leadership on progress, challenges, and improvement opportunities in engagement and retention areas; Use analytical data to guide strategic decisions and continually enhance the customer experience. 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. WHO YOU ARE 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. WHAT WE OFFER YOU With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life. Our flexible benefits program allows you to customize some of the benefits, according to your needs! Our benefits include: WELLHUB: 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! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you. WELLZ: A complete emotional wellbeing program with a unique