• Guide installation and configuration of Witboost in the customer's environment, working alongside their platform team to tailor deployment architecture and resolve technical blockers • Run onboarding and training sessions for platform teams and key stakeholders, ensuring they understand the platform's concepts, templates, policies, and capabilities • Drive Playground and MVP phases to demonstrate value quickly and build internal champions within the customer's organization • Own the Time to First User metric, proactively removing friction and ensuring every prerequisite for production readiness is met (templates, policies, RBAC, custom views, data contracts, access flows) • Conduct regular check-ins (bi-weekly syncs, quarterly reviews) to track adoption, health scores, and open issues • Communicate new releases proactively, highlighting relevant features and running mini-demos to drive upgrade adoption • Act as the voice of the customer internally — feeding real-world feedback, unmet needs and feature gaps to Product Management to shape the roadmap • Spot expansion opportunities and flag them to Sales early, supporting renewal conversations with adoption data and business impact evidence • Uncover root causes, not just requests — when a customer asks for a feature, dig for the underlying problem and bring the real insight back to Product

Role Description Kroll’s Cyber Risk team works on over 2,000 cases a year, including some of the most complex and highest profile matters in the world. With experts based around the world, supported by ground-breaking technology, we help clients navigate complex and evolving cyber threats with clarity, confidence and control. A Customer Success Manager is the single accountable owner for each customer, bringing together Kroll’s MDR and Retainer capabilities into one coordinated customer experience, aligned to the customer’s risk priorities and business goals, delivering clear, tangible outcomes across the CDR portfolio. You act as a strategic account advisor, ensuring customers realise measurable outcomes from their cybersecurity investment, while driving renewals, expansion, and long-term partnership value. - Own a portfolio of customers across MDR and Retainer services - Define and execute Customer Success Plans aligned to customer objectives, risk posture, and business priorities - Ensure customers realise measurable value and ROI, not just service delivery - Act as the single point of accountability for customer experience across cyber services - Partner with Sales and Solution Architecture on renewal strategy, expansion opportunities, and account planning - Co-own renewals, retention, and expansion across assigned accounts with Sales, Solution Architects and Executive Sponsors - Support Net Revenue Retention (NRR) through upsell, cross-sell and service expansion - Identify and progress commercial opportunities in partnership with Sales - Orchestrate delivery across MDR operations and platform services - Lead Monthly, Quarterly and Executive Business Reviews (QBRs / EBRs) - Build relationships with senior economic and technical stakeholders - Proactively identify and manage churn risk, adoption gaps, and service dissatisfaction - Align and collaborate with capability leads and associated functions - Leverage platforms such as Salesforce and Monday.com to streamline workflows Qualifications - Proven experience in Customer Success, Account Management, or a customer-facing role within cybersecurity, managed services, or SaaS environments - Demonstrated ability to drive customer retention and growth outcomes - Strong stakeholder management across technical, operational, and executive audiences - Proven experience leading customer reviews (QBRs / EBRs) and managing strategic customer engagements - Ability to manage a portfolio of accounts, prioritising effectively based on customer value, risk, and commercial opportunity Requirements - Working understanding of MDR / SOC operations - Incident response and retainer services - Offensive Security (e.g. penetration testing, assessments) - Experience supporting or owning renewals, upsell and cross-sell opportunities - Comfortable engaging in commercial and value-based conversations Benefits - Kroll is committed to creating an inclusive work environment. - We are proud to be an equal opportunity employer and will consider all qualified applicants.

Title: Client Success Director Location: Brazil (São Paulo - Hybrid) Your wellbeing, our mission. Join a company shaping a healthier world. GET TO KNOW US At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in Europe, North America and South America, we’re on a mission to make every company a wellness company. We believe work should be fulfilling, inspiring, and balanced. Here, you’ll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally. Join us in redefining the future of wellbeing! THE OPPORTUNITY We are hiring a Client Success Director for our Client Success team in São Paulo, Brazil! This position has a fundamental leadership role within a senior team, influencing business stakeholders, driving executive engagement, member adoption, and long-term client value through a data-driven and consultative approach and standing at the forefront of negotiation and relationship management with our key accounts/clients (HR senior leaders and CEOs of companies). The ideal profile combines strong leadership, commercial mindset, operational excellence, and the ability to thrive in a fast-paced, global environment. YOUR IMPACT - Build and lead a team that thrives - hire the right people, set clear direction, and be the kind of leader who coaches, supports, inspires and helps the team achieve their full potential. - Own the client relationship end-to-end - understand each client's objectives, develop comprehensive account-specific growth strategies, and ensure satisfaction from onboarding through renewal and beyond. - Drive retention and revenue growth - proactively manage portfolio health, develop risk-mitigation strategies, and ensure on-time, high-quality renewals and contract renegotiations; identify and convert upsell and cross-sell opportunities that expand Wellhub's footprint within existing accounts. - Deliver executive-level engagement - design and lead Business Reviews with C-suite and senior HR/Finance stakeholders, translating Wellhub usage data into compelling ROI narratives that reinforce the value of the partnership. - Champion member engagement - collaborate with a broad range of internal stakeholders (Wellbeing Engagement, CX, Operations, User Growth, Partners, etc) to develop and execute member growth strategies that deliver measurable results for clients and for Wellhub. - Be the voice of the client - synthesise feedback across your portfolio, advocate internally for improvements that reduce churn risk and increase satisfaction, and bring client intelligence to leadership discussions to help shape Wellhub's enterprise strategy. - Champion AI adoption within the team - stay current on AI tools and best practices relevant to client success, and actively help your team integrate them into their day-to-day work to improve productivity, decision-making, and the quality of client interactions. - Build a culture of client obsession and operational excellence - continuously improve onboarding, QBR, escalation, and account planning playbooks, raising the bar on how the team operates and making processes faster, smarter, and more scalable. - 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. WHO YOU ARE - Bachelor’s Degree. - Relevant years of experience in Client/Customer Success, Account Management, or a related B2B client-facing role, ideally within SaaS, HR tech, or employee benefits. - Experience managing people managers or senior team leads, with a demonstrated ability to build, scale, and develop high-performing teams. - Skilled at dealing with complex, multi-stakeholder accounts involving HR, Finance, Procurement, and C-suite decision-makers. - Experience with CRM platforms. - Proven track record of successfully implemented projects and/or hitting or exceeding targets in a B2B environment. - Proactive, curious, hands-on profile with high energy. - Comfort with fast paced, transformational environments. - Data-driven and analytically minded. - Ability to work in close collaboration with cross functional, global teams. - Excellent communication skills: interpersonal, written and public speaking. - Strong executive presence and a natural ability to build relationships and networks at all levels. - Fluency in English and Portuguese. - Demonstrated experience using AI tools. - Background in the wellness, benefits, or HR technology sector is a plus. We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience in Client/Customer Success, Account Management, or a related B2B client-facing role, managing people managers or senior team leads and advanced English are mandatory requirements. WHAT WE OFFER YOU With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life. Our flexible benefits program allows you to customize some of the benefits, according to your needs! Our benefits include: 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. Learn more about our shared culture and values here. Wellhub was named a Top Sales Team of 2025! This is a recognition of the collaboration and impact we create together every day. Ready to be part of a team that’s making a real difference? Read more about the award here. Diversity, Equity, and Belonging at Wellhub We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong. Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. Our commitment to inclusion also extends to how we recognize and reward our people. We’re proud to be Syndio Fair Pay Certified, reflecting our ongoing dedication to equitable and fair pay practices across our global team. Read more about it here. Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos. #LI-HYBRID

• Provide strategic leadership and direction for the Customer Success team • Develop and implement a strategy to increase performance, revenue, and profitability • Collaborate with senior leaders and team members • Work with the team to ensure effective implementation of programs for complex enterprise accounts • Identify, design, and implement customer service improvements • Coach team members to enhance their interpersonal and relationship-building skills • Partner with internal resources to recruit, develop, and manage a highly skilled workforce • Identify upsell opportunities • Develop methods to improve operational efficiency • Provide coaching, oversight, training, and professional development for staff • Other duties as assigned.