Gympass

Client Success Strategy Lead

Gympass

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

About the role

  • Design and evolve the global nurture strategy across client segments, ensuring programs are aligned to lifecycle stages, business priorities, and regional needs.
  • Own the end-to-end execution of nurture initiatives, including prioritization, planning, tracking, timeline management, and stakeholder visibility.
  • Act as a strategic connector between Global CS Strategy, Regional CS Leaders, Revenue Marketing, Product, and Value teams.
  • Analyze quantitative and qualitative data from nurture programs to identify gaps, pain points, opportunities, and patterns in client behavior.
  • Ensure nurture programs reflect the voice, needs, and expectations of clients.
  • Build structured documentation, frameworks, playbooks, and templates that help regional teams execute nurture programs consistently.
  • Structure guidelines, governance layers, and quality standards for nurture execution, ensuring alignment with global strategy while maintaining flexibility for regional adjustments.
  • Inspire and empower others by genuinely caring for your own wellbeing and your colleagues.

Requirements

  • Reside in São Paulo and has availability to go to the office when requested.
  • Previous experience in Client Success strategy, Nurture, or Operations in SaaS/B2B environments.
  • Previous experience in process mapping, workflow optimization, or operational design.
  • Excellent communication and stakeholder management skills across multiple seniority levels.
  • Strong analytical and problem-solving skills, with the ability to convert insights into scalable improvements.
  • Comfortable working with lifecycle frameworks, segmentation models, and customer engagement strategies.
  • Collaborative profile with experience working in global or cross-functional environments.
  • Able to lead initiatives independently and drive clarity in ambiguous environments.
  • Ability to manage multiple projects simultaneously and prioritize strategically.
  • Fluent English and strong Portuguese proficiency.
  • Knowledge in Google Workspace and documentation tools.
  • Previous experience with nurture flows, lifecycle automation tools, QBR/ABR processes, or client engagement frameworks is a plus.
Benefits
  • 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!
  • 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.
  • Health, dental, and life insurance.
  • 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.
  • 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.
  • 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!
  • 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.
  • 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.
  • 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
Client Success strategyNurtureOperationsProcess mappingWorkflow optimizationOperational designLifecycle frameworksSegmentation modelsCustomer engagement strategiesNurture flows
Soft skills
CommunicationStakeholder managementAnalytical skillsProblem-solvingCollaborationLeadershipProject managementStrategic prioritizationEmpathyAdaptability