Client Success Manager (CSM) – Large Accounts

Your wellbeing matters. Join a company that cares.

GET TO KNOW US

Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company. 

*Big news: Gympass is now Wellhub! 
We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a “pass for gyms” to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here. 

THE OPPORTUNITY

We are hiring a Client Success Manager (CSM) for large accounts to our Client Success team in São Paulo. 

The Client Success Manager will be responsible for managing a portfolio of strategic large accounts, ensuring these clients derive maximum value from Wellhub.

This professional will act as a high-level business partner, offering consulting, developing deep relationships, and driving the adoption of well-being services by the client’s employees to ensure client retention and sustainable account growth.

YOUR IMPACT

• Large Account Management: Serve as the primary point of contact for high-value clients, ensuring their needs are met with close support, focusing on long-term relationships.
• Engagement Strategy Development: Design and implement detailed engagement plans to maximize the adoption and usage of well-being solutions by the client’s employees, aligning with each client’s business goals.
• Business Consulting: Act as a strategic advisor to clients, gaining a deep understanding of their HR operations and challenges, and providing valuable insights that contribute to the success and growth of the partnership.
• Executive Relationship Management: Build and maintain trusted relationships with multiple stakeholders in the client—from operational to leadership levels—ensuring the solution is seen as a critical element for the business’s success.
• Usage Analysis and Strategic Reporting: Continuously monitor customer success metrics, including engagement, product usage, and engagement KPIs, generating strategic reports for both internal and external stakeholders.
• Risk Mitigation and Retention Assurance: Anticipate issues that could impact client satisfaction, taking proactive actions to ensure contract renewal and retention while mitigating churn risks.
• Cross-Departmental Collaboration: Work closely with Onboarding, CX, Well-being Engagement, and Operations teams to ensure client needs are properly addressed.
• Expectation Management and Value Alignment: Facilitate discussions around delivered value, ensuring that clients clearly perceive the positive impact of the Wellhub solution on their business, aligned with the expectations set.
• 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

• Significant experience in Customer Success, Account Management, or Relationship Management, preferably working with large, complex accounts.
• Strong communication and influencing skills, with the ability to engage with executives at multiple levels.
• Expertise in implementig retention and engagement strategies.
• Experience with CRM tools and analytics.
• Ability to understand and navigate complex corporate structures and environments with multiple stakeholders.
• Experience in negotiating and managing high-value contracts, with a focus on engagement maximization and churn mitigation.
• Experience with HR-focused services or SaaS solutions is a valuable asset.
• Fluency in English

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 business acumen within large organizations and data-driven decision making to drive client engagement and retention strategies are mandatory requirements. These are essential to meet the key responsibilities of the position, which include understanding complex HR processes, collaborating cross-functionally, managing crises, building strategic client relationships, and continuously improving processes.

WHAT WE OFFER YOU 

We're a wellness company that is committed to the health and wellbeing of our employees. Our flexible program allows you to customize your benefits, according to your needs! 

Our benefits include:

WELLNESS: Health, dental, and life insurance.

FLEXIBLE WORK: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home. 

FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.

WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.

PAID TIME OFF: We know how important it is that our employees take time away from work to recharge.

Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday.

PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave.

CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.  

CULTURE: An exciting and supportive atmosphere with ambitious people from around the world! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page! 

And to get a glimpse of Life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn!

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.

Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos. 

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