B2B Customer Success Operations Director

We are hiring a B2B Customer Success Operations Director to our Business Transformation team in São Paulo! The Director of Client Operations will be responsible for leading operations in the region, ensuring excellence in client support and operational journey. This role will be part of the Client Operations, a team focused on solving complex operational issues, anticipating risks, and generating strategic insights to drive continuous improvement in both product and client experience.

Responsibilities

Lead Brasil operations, ensuring high performance in support and operational quality; Proactively identify, prevent, and resolve complex operational issues, anticipating risks for strategic clients; Act as the main stakeholder between internal teams (Customer Success, Product) and clients, ensuring alignment of priorities; Transform clients interactions and incidents into opportunities for improvement, eliminating root causes of defects; Promote clients insights across the organization, contributing to continuous product and process improvement; Balance individual clients requests with the strategic vision and business goals of Wellhub; Ensure strong organization, performance monitoring, and consistent delivery of operational results; Build and maintain trust-based relationships with strategic clients and internal stakeholders; Lead the support team, developing talent and ensuring a seamless and efficient clients journey; Live the mission

Requirements

Reside in São Paulo; Availability to work from the office twice a week; Advanced English mandatory for daily interaction with global stakeholders; Previous experience in operations, customer support, or customer quality, preferably in B2B or technology environments; Strong analytical skills to identify patterns, root causes, and propose structured solutions; Proven ability in stakeholder management, building trust with executives, clients, and cross-functional teams; Leadership experience with team management and operational performance oversight; Ability to thrive in a fast-paced environment with multiple priorities, focusing on high-impact results; Excellent communication, organizational skills, and negotiation abilities; Prior experience in B2B client operations and cross-functional stakeholder management are mandatory

Nice to have

Working in global operations

Benefits

Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources; Add up to three family members to your plan; WELLZ emotional wellbeing program with 52 individual therapy sessions per year and on-demand content; Health, dental, and life insurance; Hybrid and remote options; Home office reimbursement; Flexible schedule; Paid time off; 100% paid parental leave; Career growth opportunities; Inclusive culture