Retention Lead

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 Retention Lead for our PARTNER EXPERIENCE (PEx) team in São Paulo!

This role leads the Retention Squad — a specialized team focused on preventing churn, recovering lost partners, and maintaining a healthy, growing active partner base. The squad handles 500+ tickets/month across churn prevention, win-back actions, expansion, and value proposition re-education.
As Retention Coordinator, you will split your time between direct execution (70% — working the Retention queue hands-on) and team leadership (30% — coordinating squad priorities, quality, and coverage). You bring both the commercial judgment to handle complex retention cases and the people leadership to keep a global team performing consistently. This is a global-scope role. You will work closely with cross-functional and international stakeholders, and English is the primary language for team alignment, reporting, and 

• Lead a Global Retention Squad: Own weekly team rituals, bi-weekly 1:1s, performance reports, follow-ups, and structural escalations in English.
• Own Churn Prevention Cases: Engage directly with partners who have requested cancellation or show signs of inactivity. Understand the root cause, apply the right retention lever, and keep the partner active.
• Drive Win-back Actions (Re-enablement): Execute strategic reactivation of churned or paused accounts. Identify the right moment, the right offer, and the right approach to bring partners back into the active base.
• Support Expansion (New Locations): Onboard and integrate new physical or digital sites into existing partner contracts. Ensure new locations are set up for long-term success.
• Reinforce Value Proposition: Re-educate disengaged partners on the platform's benefits. Turn uncertainty into renewed commitment through structured, value-led conversations.
• Manage Secondary Overflow: When the Retention backlog is clear, the squad takes on Renegotiation.
• 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.

• A People Leader with Global Experience: Demonstrated experience leading or coordinating teams within a global or cross-cultural structure, running consistent team rituals and developing team members.
• Fluent in English — Non-Negotiable: Advanced to fluent English for daily writing, presenting, escalating, and conducting all team calls.
• An Experienced Retention or Success Professional: You have worked in partner retention, customer success, or account management — and you know the difference between a partner who needs a nudge and one who needs a full recovery conversation.
• A Direct, Empathetic Communicator: You can have a hard conversation with a partner who wants to cancel and come out of it with a renewed contract. You listen, you adapt, and you close.
• A Commercial Thinker: You understand the financial impact of churn and know how to frame value in terms that matter to a partner. You don't just save accounts — you improve them.
• A Systems User: Comfortable with Salesforce and Jira (or equivalent). You track your work and your team's work consistently.

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 retention or success leadership and cross-market team management is a strong advantage. Advanced English is also mandatory.

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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