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 of influencing internal stakeholders and external decision-makers; Advanced English to collaborate with global teams; Nice to have: experience in SaaS, WhatsApp-based operations at scale, SQL and BI tools, applying AI to operations, and certifications in Sales Methodologies or Customer Success. We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don’t match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience in leadership roles within Customer Success, Sales, or Retention and experience managing high-volume portfolios are mandatory requirements. 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 approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content. HEALTHCARE: Health, dental, and life insurance. FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office. FLEXIBLE SCHEDULE: Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines. PAID TIME OFF: It’s important to take time away from work to recharge.Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday! PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled. CAREER GROWTH: Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success. CULTURE: You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters. Learn more about our shared culture and values here. Want to see what it’s really like to work here? Follow us on Instagram @lifeatwellhub and watch our team video on YouTube ! Wellhub was named a Top Sales Team of 2025! This is a recognition of the collaboration and impact we create together every day. Ready to be part of a team that’s making a real difference? Read more about the award here. Diversity, Equity, and Belonging at Wellhub We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong. Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. Our commitment to inclusion also extends to how we recognize and reward our people. We’re proud to be Syndio Fair Pay Certified, reflecting our ongoing dedication to equitable and fair pay practices across our global team. Read more about it here. Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos. #LI-HYBRID