Gympass
Senior Customer Success Manager (Digital / High-Volume)
Brazil (São Paulo - Hybrid). Posted 17 days ago
The role
You will lead and scale a high-volume portfolio of small and medium-sized clients in Brazil. You will manage a team of 4 to 6 specialists to drive retention, product adoption, and churn prevention using digital and AI-first models.
What you will do
- Lead and coach a team of 4 to 6 Customer Success specialists
- Own the retention strategy for a high-volume portfolio
- Design and scale digital, low-touch CS models using automation and AI-first solutions
- Map customer journeys and internal workflows to improve SLA and capacity
- Identify at-risk accounts through data and build proactive prevention plans
- Partner with Sales, Product, Support, and CLM to increase adoption and drive upsell/cross-sell
- Monitor KPIs such as NRR, GRR, Churn Rate, adoption, and cost to serve
- Build playbooks and segmentation criteria
- Act as an escalation point for complex negotiations
Required qualifications
- 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 using scalable models
- Hands-on experience implementing or managing automated journeys using CRM, automation, or CS platforms (e.g., Salesforce, Zendesk, Salesloft, HubSpot, Gainsight)
- Analytical mindset with process and systems thinking
- Excellent communication skills
- Advanced English
Nice to have
- experience in SaaS
- WhatsApp-based operations at scale
- SQL and BI tools
- applying AI to operations
- certifications in Sales Methodologies or Customer Success
Benefits
- Free Gold+ membership with access to onsite gyms, digital fitness, and wellness resources
- Family members can be added to the wellness plan
- WELLZ emotional wellbeing program with individual therapy sessions
- Health, dental, and life insurance
- Hybrid and remote work options
- Home office reimbursement
- Flexible schedule
- Vacations after 6 months
- 3 days off per year plus 1 day off for each year of tenure (up to 5 additional days)
- Extra holiday for your birthday
- 100% paid parental leave
- Career growth platforms and development roadmaps
About the company
Wellhub is revolutionizing workplace wellness with a platform that connects employees to fitness, mindfulness, therapy, nutrition, and sleep. Headquartered in NYC, the company aims to make every company a wellness company.