SMB Success Senior Manager

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. 

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.

• 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.

• 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.

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. 

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