Client Success Director

TL;DR

Client Success Director (SMB): Leading the strategy and execution of customer engagement, adoption, and retention across a high-impact portfolio in Brazil with an accent on developing a high-performing team and partnering closely with Sales, Product, Marketing, and Technology. Focus on increasing engagement of SMB customers with hirify.global and implementing strategies to reduce churn and improve customer retention.

Location: São Paulo, Brazil (Hybrid)

Company

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

What you will do

• Define and implement the Customer Success strategy to increase engagement of SMB customers with hirify.global.
• 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.
• 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.

Requirements

• Advanced/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 hirify.global.
• 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.

Nice to have

• Certification in continuous improvement, agile methodology, and customer success.

Culture & Benefits

• Flexible benefits program allowing customization according to individual needs.
• Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources.
• Complete emotional wellbeing program with personalized journeys combining therapy sessions and on-demand content.
• As a Flexible First company, offering hybrid options to give you the freedom to work in a way that suits you.
• 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!