Your well-being, our mission. Join a company that makes the world healthier.
GET TO KNOW US
We are revolutionizing corporate well-being. Our platform connects employees around the world with 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 well-being company.
We believe 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.
THE OPPORTUNITY
We are hiring a SMB Client Success Specialist - Retention to join our Client Success team in São Paulo!
You will work on the front line of reactive service for our SMB client base (direct and indirect from 100 lives onward), managing cancellation requests, renewal negotiations, MRR protection and identifying upsell and cross-sell opportunities. There is no fixed portfolio: you will resolve 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 day-to-day work to optimize processes.
YOUR IMPACT
- Handle reactive requests from SMB clients with agility and within SLA deadlines;
- Act directly on critical retention cases, investigating the reasons behind cancellation requests and presenting value propositions and commercial alternatives to keep the client;
- Negotiate renewals, adjustments and contract terms 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 and email templates, and take part 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 everyone feels comfortable taking care of themselves and finding a balance between work and personal life.
WHO YOU ARE
- Completed higher education;
- Prior experience in direct client negotiation, retention, high-complexity customer service or Inside Sales;
- Experience with goal management, retention/churn indicators and SLA-based service;
- Clear, objective and persuasive written and verbal communication skills;
- Proven resilience in handling objections and daily frustrations of clients in the cancellation process;
- Ease with digital tools, CRMs and ticket management systems (Zendesk, Salesforce or similar);
- Intermediate English for internal communications and use of company tools;
WHAT WE OFFER YOU
We create a work environment for you to thrive in every dimension 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 their role here and take ownership of it, balancing this 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 the people who matter most to you have access to well-being.
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 insurance, dental insurance and life insurance.
FLEXIBLE WORK: With a work arrangement that prioritizes flexibility, we offer hybrid and remote positions, so you have the freedom to work the way that suits you best. The work model for this specific position can be discussed with the recruiter and leadership. Once you join Wellhub, you can also use our home office reimbursement to set up your home office!
PAID REST: Disconnecting and recharging your energy is very important. That is why we offer vacation after 6 months of work + 3 days off per year + 1 day off each year at the company (up to 5 days in total) + 1 day off in the month of your birthday!
PAID PARENTAL LEAVE: Welcoming a new family member is one of life's most special moments. We want every employee to be truly present and enjoy this time with family. That is why we offer 100% paid parental leave to all new parents. Those who give birth are also entitled to extended leave (Empresa Cidadã) and an adaptation period (ramp-back), during which they can work part-time until they adjust to the new routine.
PROFESSIONAL DEVELOPMENT: Get access to global learning platforms, take part 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 personal and professional.
CULTURE: You will join a team of dedicated people who come together to break boundaries, support one another and create lasting impact on corporate well-being. We win together, cultivating relationships of trust through transparent communication and a culture where every perspective matters. Learn more about our values and culture.
Want to see what it's really like to work here? Follow us on Instagram @lifeatwellhub and watch our team's video on YouTube !
Diversity, Equity, Inclusion and Belonging @ Wellhub
We seek to create a collaborative, welcoming and inclusive environment where everyone feels they belong.
Wellhub is an employer committed to promoting equal opportunities. All qualified people who apply will be considered equally, without discrimination based on 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 applicable law.
Our commitment to inclusion also extends to how we recognize and pay 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 global team. Read more here.
Questions about how we handle your personal data? See our Job Applicant Privacy Notice.
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