SMB Success Senior Manager (AI)

Location: São Paulo, Brazil — hybrid, with office attendance at least once a week; remote options may be discussed for this specific role.

No salary information provided.

Company

hirify.global is a workplace wellness platform connecting employees with fitness, mindfulness, therapy, nutrition, and sleep partners.

What you will do

• Lead and coach 4–6 Customer Success specialists serving a high-volume SMB portfolio.
• Own retention, renewal, churn prevention, and product adoption strategies against monthly and quarterly targets.
• Design and scale digital, low-touch customer success models using automation, WhatsApp, and AI-first solutions.
• Map customer journeys and internal workflows, reducing rework and tool gaps while improving SLA and team capacity.
• Identify at-risk accounts, build proactive prevention plans, and support complex negotiations and key accounts.
• Partner with Sales, Product, Support, and CLM to drive adoption, upsell, cross-sell, reporting, playbooks, and segmentation.

Requirements

• Located in São Paulo and available to attend the office at least once a week.
• Prior leadership experience in Customer Success, Account Management, Sales, or Retention, with experience managing high-volume portfolios, is mandatory.
• Experience driving retention, renewals, and product adoption across large SMB portfolios.
• Strong background in digital-first, high-volume operations using segmentation, automation, and digital touchpoints instead of one-to-one relationships.
• Hands-on experience implementing or managing automated engagement, adoption, and retention journeys using CRM, automation, or Customer Success platforms such as Salesforce, Zendesk, Salesloft, HubSpot, or Gainsight.
• Analytical and systems-oriented approach, with the ability to turn churn, NRR, GRR, and adoption data into prioritized actions and measurable improvements.
• Curiosity, proactivity, ownership of operational improvements, and strong communication skills for influencing internal stakeholders and external decision-makers.
• Advanced English for collaboration with global teams.

Nice to have

• Experience in SaaS or WhatsApp-based operations at scale.
• SQL and BI tools experience.
• Experience applying AI to operations.
• Certifications in Sales Methodologies or Customer Success.

Culture & Benefits

• Flexible First work model with hybrid and remote options; schedules are aligned with time zones, team needs, and personal routines.
• Home office reimbursement, health, dental, and life insurance.
• hirify.global Gold+ membership, wellness resources, and Wellz emotional wellbeing support with up to 52 therapy sessions per year.
• Paid time off after six months, additional annual days off, tenure-based days, birthday holiday, and 100% paid parental leave.
• Learning platforms, development roadmaps, internal opportunities, continuous feedback, and an inclusive collaborative culture.