WellhubPartners Retention Analyst
Title: Partners Retention Analyst 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 Partners Retention Analyst to our Partner Experience team in São Paulo!
Team overview
This role is to join the newly formed Partners Retention & Growth (PRG) unit, a specialized team designed to operate globally. The team's core focus is on driving partner retention, elevating the overall partner experience and ensuring the financial sustainability of deals by controlling price inflation and incorporating value-generating commercial levers (such as FVF and Success Fees).
As a Partner Retention Analyst, you will manage the inbound cases related to retention and standard negotiations for eligible, global pool-based partners (Tiers 5-7). You will ensure partners are responded to with agility and receive dedicated, end-to-end management for their contract-related requests, primarily through standardized commercial negotiations within pre-approved guardrails.
YOUR IMPACT
- Own the Negotiation Cycle (End-to-End): Drive inbound transactional negotiations such as plan changes, price reviews, and retention efforts for eligible partners (Tiers 5-7).
- Ensure Compliance and Control: Establish and ensure strict adherence to commercial policies and guardrails during all transactions to protect the business as the network scales globally.
- Generate Value and Margin: Seek opportunities to cross-sell to partners submitting an inbound request to review their partnership with Wellhub, such as First Visit Free/Success Fee, supporting the efforts to keep inflation under control.
- Improve Partner Experience: Ensure a faster and more consistent partner experience by delivering a dedicated, single point of contact (End-to-End Process Ownership) and resolving issues without unnecessary escalation.
- Drive Process Efficiency: Leverage CX efficiency benchmarks to reduce the Average Handle Time (AHT) for negotiation tickets, contributing to a lean staffing model and ultimately significantly improving the Full Resolution Time (FRT) for our partners.
- Support Scalability: Contribute to documenting standardized processes and guardrails, as a foundational for AI support.
- 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
- A Passionate Negotiator: Have expertise in customer service or partner support, with a highly desired experience in doing standard negotiation or sales.
- Advanced English is mandatory; other languages will be considered a plus.
- A Process-Oriented Executor: Be able to adhere to and execute defined, standardized commercial processes and guardrails (e.g., using the VM calculator).
- An Efficiency Driver: Possess the eagerness to embrace Continuous Improvement and operate with a lean staffing mindset, leveraging technology like Salesforce and Zendesk to reduce AHT.
- A Collaborative Team Player: A true team player who values shared success and will partner closely with Partnerships Strategy, VM, and CX Enablement teams to align scope and deliverables.
- A Results-Oriented Analyst: Be motivated to drive quantifiable results for the team, focusing on targets like the increase in FRT attainment and success/conversion rate on cross-sell initiatives.
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 advanced level of English is mandatory.
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.
And to get a glimpse of life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn!
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.