Client Success Manager (SMB Wellz)

Job Description

Wellhub is seeking a Client Success Manager (SMB Wellz) to join their Wellz team in São Paulo. This role involves managing a portfolio of B2B clients, ensuring successful onboarding, adoption, and renewal. The Client Success Manager will define and implement scalable customer success playbooks, build strong relationships with stakeholders, and monitor account health.

• Own and manage a portfolio of B2B clients (SMB accounts)
• Define and implement scalable customer success playbooks
• Build strong relationships with key internal stakeholders
• Design and oversee the HR experience journey for SMB clients
• Monitor account health and proactively address risks
• Analyze product usage data to generate insights
• Lead regular business reviews and present impact reports
• Drive upsell, cross-sell, and renewals
• Ensure high Net Promoter Score (NPS) and customer satisfaction

Requirements:

• Proven Customer Success experience in SaaS and B2B
• Experience managing large client portfolios in scalable service models
• 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
• Ability to build deep, trusting client relationships
• Strong negotiation skills and strategic mindset
• Strong project management skills (a plus)

Wellhub offers:

• Health, dental, and life insurance
• Flexible work options (hybrid)
• Home office stipend and monthly flexible work allowance
• Flexible schedule
• Access to onsite gyms, digital fitness programs, and online wellness resources
• Paid time off, including vacations and birthday off
• Paid parental leave
• Career growth opportunities
• Supportive and inclusive culture