Gympass

Client Success Strategy

Gympass

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

About the role

  • Project Management: Own the end-to-end execution of onboarding initiatives within the Client Success Strategy scope, defining priorities, aligning expectations, and providing visibility to stakeholders. You will ensure timely, accurate, and high-quality delivery across regions, turning plans into structured and scalable execution.
  • Cross-Functional and Cultural Collaboration: Work closely with regional teams and stakeholders across Client Success, Wellbeing Engagement, Value Management, Partners, Revenue Marketing, and Product to co-create initiatives, validate needs, and incorporate regional nuances. You will serve as a key connector between global strategy and local execution, ensuring alignment and adoption.
  • Onboarding Strategy Design: Shape, evolve, and operationalize onboarding strategies by designing new processes, improving existing workflows, and rolling out global programs. You will translate ideas into actionable frameworks that teams can apply consistently.
  • Data Analysis & Insights: Leverage qualitative and quantitative feedback from onboarding processes to understand pain points, identify gaps, and propose process improvements. Your ability to translate insights into recommendations will directly elevate customer experience and operational excellence.
  • Client-Centric Mindset: Keep the client perspective at the center of decisions, ensuring the onboarding journey reflects customer needs and expectations. You will work closely with commercial teams across regions to map scenarios, anticipate risks, and surface opportunities.
  • Team Enablement: Build materials, decks, and supporting documentation to enable internal teams to execute onboarding with clarity and confidence. You will present updates, share best practices, and ensure teams have the tools they need to deliver an exceptional client 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 wellness.

Requirements

  • Reside in São Paulo and has availability to go to the office once a week.
  • Previous experience in project management, process mapping, or operational improvement in Client Success, Operations, or SaaS environments.
  • Strong analytical skills, with the ability to identify opportunities, translate insights into action, and drive scalable improvements.
  • Experience with process mapping tools and documentation, ensuring clarity and optimization of workflows.
  • Excellent communication skills, including presentations, stakeholder alignment, and influence at different levels.
  • Collaborative profile, working effectively with diverse and global teams.
  • Strong ownership, proactive mindset, and ability to move initiatives forward independently.
  • Ability to manage multiple projects, prioritize demands, and operate under tight timelines.
  • Passion for client experience and continuous improvement.
  • Fluent English and strong Portuguese proficiency.
  • Proficient with Google Workspace tools.
  • Previous experience with onboarding processes or client onboarding flows is a plus.
  • Knowledge in Salesforce is a plus.
Benefits
  • WELLHUB: 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.
  • WELLZ: 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.
  • HEALTHCARE: Health, dental, and life insurance.
  • FLEXIBLE WORK: 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.
  • FLEXIBLE SCHEDULE: 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.
  • PAID TIME OFF: 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!
  • PAID PARENTAL LEAVE: 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.
  • CAREER GROWTH: 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.
  • CULTURE: 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
project managementprocess mappingoperational improvementdata analysisqualitative feedbackquantitative feedbackonboarding processesworkflow optimizationclient onboarding flowsscalable improvements
Soft skills
analytical skillscommunication skillscollaborationownershipproactive mindsetprioritizationinfluenceclient-centric mindsetteam enablementsupportive environment