SMB Client Success Specialist - Retention

About the company

GET TO KNOW US We are revolutionizing corporate wellness. Our platform connects employees worldwide to the best partners in physical exercise, mindfulness, therapy, nutrition, and sleep routines – all in a single subscription. Based in New York with teams in Europe, North America, and South America, our mission is to make every company a wellness company.

We believe that work should be rewarding, inspiring, and balanced. Here, you will find a team that values well-being, collaboration, and diverse perspectives, in a place where passion and creativity break boundaries to create real impact. Your contributions will help build a healthier world, for you and millions of people globally.

CULTURE: You will join a team of dedicated people, who come together to break boundaries, support one another, and create lasting impact on corporate wellness. We win together, cultivating relationships of trust through transparent communication and a culture where every perspective matters. Learn more about our values and culture.

Your tasks

You will act on the front line of reactive service for our SMB customer base (direct and indirect from 100 lives), managing cancellation requests, renewal negotiations, MRR protection, and identifying upsell and cross-sell opportunities. There is no fixed portfolio: you will act on resolving cases as they arrive in the queue. This is an opportunity to develop your career in Client Success within an agile, data-driven team that uses technology and Artificial Intelligence in their daily routine to optimize processes.

YOUR IMPACT

• Handle reactive requests from SMB customers with agility and within SLA deadlines;
• Act directly on critical retention cases, investigating the reasons for the cancellation request and presenting value propositions and commercial alternatives to retain the customer;
• Negotiate renewals, adjustments, and contractual conditions using clear arguments and product engagement data;
• Identify expansion opportunities (upsell/cross-sell) during interactions;
• Record and manage interactions accurately in Zendesk and Salesforce;
• Suggest continuous improvements to the negotiation playbook, email templates, and participate in automation tests and AI tools.
• Live the mission: inspire and empower others by prioritizing your own well-being and that of your colleagues. Create a supportive environment where all people feel comfortable taking care of themselves and finding a balance between work and personal life.

Requirements

WHO YOU ARE

• Completed higher education;
• Previous experience with direct customer negotiation, retention, high-complexity service, or Inside Sales;
• Experience with goal management, retention/churn indicators, and service under SLA;
• Clear, objective, and persuasive written and verbal communication skills;
• Proven resilience to manage objections and daily frustrations from customers in the cancellation phase;
• Ease with digital tools, CRMs, and ticketing management systems (Zendesk, Salesforce, or similar);
• Intermediate English level for internal communications and use of company tools;

What we offer

WHAT WE OFFER YOU We create a work environment for you to thrive in all dimensions of your life. We do this through well-thought-out benefits, resources for emotional well-being, and a culture that empowers each person to truly connect with and own their role here, balancing it with their own well-being.

Our flexible benefits program helps you customize them according to your needs!

Our benefits include WELLHUB: Free Gold+ plan, with access to thousands of gyms and studios, digital fitness programs, and online resources for meditation, nutrition, mental health support, sleep routines, and more. You can also add up to 3 family members to your plan, ensuring that those who matter most to you have access to wellness.

WELLZ: A unique and complete resource for mental well-being. Wellz offers personalized journeys that combine weekly cognitive-behavioral therapy sessions (52 per year) and on-demand content.

HEALTH AND CARE: Health plan, dental plan, and life insurance.

FLEXIBLE WORK: With a work regime that prioritizes flexibility, we offer hybrid and remote positions, so you have the freedom to work the way that works best for you. The work model for this specific position can be discussed with the recruiter and leadership. When you join Wellhub, you can also use our home office reimbursement to set up your office at home!

PAID TIME OFF: Disconnecting and recharging your energy is very important. Therefore, we offer vacation after 6 months of work + 3 days off per year + 1 day off for every year at the company (up to 5 days) + 1 day off in your birthday month!

PAID PARENTAL LEAVE: Welcoming a new member to the family is one of life's most special moments. We want every employee to be truly present and enjoy this family time. Therefore, we offer 100% paid parental leave to all new parents. Those giving birth are also entitled to extended leave (Empresa Cidadã) and a ramp-back period, during which they can work part-time until they adjust to the new routine.

PROFESSIONAL DEVELOPMENT: Access global learning platforms, participate in interactive sessions, build your personalized development map, and explore our internal opportunities. Here, we focus on continuous learning and feedback to support your journey toward success – both personally and professionally.

Other

THE OPPORTUNITY We are hiring an SMB Client Success Specialist - Retention to join our Client Success team in São Paulo!

Want to see what it's really like to work here? Follow us on Instagram @lifeatwellhub and watch our team video on YouTube!

Diversity, Equity, Inclusion, and Belonging @ Wellhub

Wellhub is an employer committed to promoting equitable opportunities. All qualified applicants will be considered without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, nationality, veteran status, or any other basis covered by appropriate law.

Our commitment to inclusion also extends to how we recognize and remunerate our employees. We are proud to be a Syndio Fair Pay Certified company, a certification that reflects our ongoing dedication to fair and equitable pay practices across our entire global team. Read more here.

Questions about how we handle your personal data? Consult our Job Applicant Privacy Notice.

#LI-HYBRID