SMB Client Success Director

Role Overview

• Define and implement the Customer Success strategy to increase engagement of SMB customers with Wellhub;
• Lead and develop the SMB Success team, fostering a high-performance culture, collaboration, and customer focus;
• Collaborate with Product, Sales, Marketing, and Technology teams to ensure customer needs are met effectively and efficiently, and that the customer journey is optimized;
• Develop and execute engagement plans to increase adoption and use of the platform;
• Monitor engagement metrics and drive initiatives that boost platform usage, customizing approaches as needed;
• Implement effective onboarding programs for new customers, ensuring a smooth transition and productive use of the platform;
• Implement strategies to reduce churn and improve customer retention, including identifying risks and creating mitigation plans;
• Conduct customer satisfaction and experience analyses, using insights to make continuous service improvements;
• Monitor market trends and best practices in Customer Success, adapting them to meet customer needs;
• Foster a culture of continuous feedback, from both customers and the team, to improve processes and performance;
• Conduct workshops, webinars, and other educational initiatives to enhance customer proficiency in using Wellhub;
• Establish clear KPIs to measure the success of Customer Success initiatives, including engagement, retention, and customer satisfaction;
• Provide regular reports to leadership on progress, challenges, and improvement opportunities in engagement and retention areas;
• Use analytical data to guide strategic decisions and continually enhance the customer experience.
• 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.

Requirements

• Advance/Fluent English is required;
• Proven experience in leadership roles in Customer Success, focusing on customer engagement and retention;
• Strong team management skills, with experience in developing and coaching high-performance teams;
• Deep knowledge of customer success metrics and tools, preferably with experience in implementing platforms similar to Wellhub;
• Nice to have: Certification in continuous improvement, agile methodology, and customer success.
• Excellent verbal and written communication skills, with the ability to influence and collaborate effectively at all organizational levels;
• Analytical capability to interpret complex data and translate insights into strategic actions;
• Proactive, with a strong results orientation and the ability to work in a dynamic and fast-paced environment.

Benefits

• Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.
• A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
• Health, dental, and life insurance.
• As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office.
• Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines.
• It’s important to take time away from work to recharge. Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!
• Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.
• Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.
• You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters.