Customer Success Manager – Iberia, Portugal, Spain

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WATI

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🤖 Artificial Intelligence

🔌 API

☁️ SaaS

Artificial Intelligence • API • SaaS

WATI is a company that provides a communication platform leveraging the WhatsApp Business API to enhance marketing, sales, service, and customer support automation. By integrating various functionalities such as chatbots and analytics, WATI assists businesses in scaling customer interactions efficiently. Its services include managing conversations, providing personalized content, and connecting businesses with their audience through WhatsApp, Facebook, and Instagram, making it a robust solution for companies aiming to improve customer engagement and operational efficiency across digital channels.

📋 Description

• Take ownership of customer success in Portugal and Spain, including onboarding alignment, adoption, retention, and expansion • Establish the first structured CS rhythm for Iberia: touchpoints, segmentation, playbooks, and customer communication standards • Act as the internal voice of Iberia customers, sharing insights and product feedback with cross-functional teams • Manage strategic accounts with a 1:1 approach: stakeholder mapping, success plans, QBRs, risk mitigation, and expansion • Manage a high-volume base through scalable programs (One-to-Many), especially for onboarding and activation. • Identify churn risk signals and proactively act on them using health scoring, usage trends, and engagement metrics • Identify expansion opportunities (upgrades, add-ons, and broader adoption) and execute the right motion based on customer segment • Promote best practices around WhatsApp Business API setup, templates, messaging compliance, automation, and operational workflows • Help define Iberia segmentation, ICP learnings, and customer journey improvements • Collaborate with marketing and sales as the region grows, ensuring new customers enter with correct expectations and smooth handoffs

🎯 Requirements

• Fluent in Portuguese and Spanish (English required for internal communication) • 4+ years of experience in Customer Success (SaaS / tech environment preferred) • Strong understanding of the full customer lifecycle: onboarding → adoption → retention → expansion • Hands-on experience with scaled CS / One-to-Many programs (webinars, campaigns, learning journeys) and strategic 1:1 account management • Data-driven mindset (able to interpret usage trends and turn insights into action) • Strong written and verbal communication skills (especially for customer-facing education and structured follow-ups) • Highly organized, proactive, and comfortable working in a fast-paced environment • Knowledge of WhatsApp Business API, messaging automation, or conversational platforms • Familiarity with Iberia market dynamics (Portugal and Spain), customer expectations, and cultural context • Exposure to AI/automation products and positioning

🏖️ Benefits

• Be the first dedicated CS owner for Iberia and shape how we grow this region • Work on high-impact initiatives across retention, education, and expansion • Join a fast-growing, global team building the future of conversational growth on WhatsApp