SMB Success Senior Manager

TL;DR

SMB Success Senior Manager: Leading and coaching a team of Retention Specialists within the SMB segment with an accent on contract renewals, churn mitigation, and account growth. Focus on executing retention strategy, optimizing renewal processes, and driving upsell/cross-sell opportunities.

Location: Hybrid in São Paulo, Brazil

Company

hirify.global is a company revolutionizing workplace wellness by connecting employees worldwide to partners for fitness, mindfulness, therapy, nutrition, and sleep through one simple subscription platform.

What you will do

• Lead and coach a team of Retention Specialists, fostering a high-performance culture focused on contract renewals and churn mitigation.
• Execute the retention strategy, managing the end-to-end renewal cycle to meet monthly and quarterly targets.
• Identify at-risk accounts through data analysis and oversee the implementation of "save" plans.
• Collaborate with Sales and Account Management to ensure a seamless client commercial lifecycle.
• Optimize the renewal process, identifying bottlenecks and implementing efficient workflows.
• Drive upsell and cross-sell opportunities during the retention process to increase Lifetime Value (LTV).
• Monitor key performance indicators (KPIs) such as Net Retention Rate (NRR) and Churn Rate, providing detailed reports.
• Act as an escalation point for complex commercial negotiations, engaging directly with high-value SMB clients.

Requirements

• Proven experience in leadership roles within Sales, Account Management, or Customer Success, specifically focused on retention and renewals.
• Strong background in SMB commercial dynamics, understanding how to manage high volumes of accounts effectively.
• Expertise in negotiation and objection handling, with a track record of meeting or exceeding retention KPIs.
• Solid team management skills, with a passion for coaching individual contributors.
• Analytical mindset with the ability to use CRM data (like Salesforce) to forecast renewals and identify churn trends.
• Advanced English is required for collaboration with global teams and reporting on local performance.

Nice to have

• Experience in SaaS environments.
• Certifications in Sales Methodologies (e.g., SPIN Selling, Challenger Sale) or Customer Success.

Culture & Benefits

• Flexible First company offering hybrid and remote options with home office reimbursement.
• Free Gold+ hirify.global membership with access to onsite gyms, digital fitness, and online wellness resources for up to three family members.
• Complete emotional wellbeing program (WELLZ) offering personalized journeys and 52 individual therapy sessions per year.
• Health, dental, and life insurance benefits.
• Flexible schedule allowing employees to define work times that align with time zones, team needs, and personal routines.
• Paid Time Off including vacations after 6 months, additional days based on tenure, and an extra holiday for your birthday.
• 100% paid parental leave for new parents, including an extended leave and ramp-back period.
• Access to world-class platforms, interactive sessions, and personalized development roadmaps for continuous career growth.