Customer Success Manager

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October 17

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WATI

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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.

11 - 50 employees

Founded 2021

🤖 Artificial Intelligence

🔌 API

☁️ SaaS

📋 Description

• Customer Onboarding and Training: Guide new customers through the onboarding process, ensuring a smooth and efficient transition to our products and services. Provide training and resources to help customers effectively utilize our solutions. • Relationship Management: Build and maintain strong, long-lasting relationships with customers, acting as a trusted advisor and advocate for their needs within the company. • Customer Success Planning: Develop and execute customer success plans that outline key milestones, deliverables, and success metrics to ensure customers achieve their desired outcomes. • Product Adoption and Utilization: Monitor and analyze customer usage data to identify trends and areas for improvement. Provide insights and recommendations to help customers fully leverage our products. • Issue Resolution: Proactively identify and resolve customer issues, coordinating with internal teams to ensure timely and effective solutions. • Renewals and Retention: Drive customer renewals and retention by demonstrating the ongoing value of our solutions and addressing any concerns or challenges. • Customer Feedback: Gather and communicate customer feedback to relevant teams to inform product development and improve overall customer experience. • Advocacy and Growth: Identify and nurture opportunities for account expansion and upsell, collaborating with sales and marketing teams to drive growth.

🎯 Requirements

• Bachelor’s degree in Business, Marketing, or a related field. Advanced degrees or relevant certifications are a plus. • 5-8 years of experience in customer success, account management, or a related role, preferably within B2B SaaS industry. • Excellent verbal and written communication skills, with the ability to effectively convey complex concepts to a diverse audience. • Comfortable with technology and able to quickly learn new tools and systems. Experience with CRM software and customer success platforms is a plus. • Strong customer orientation with a proven ability to build and maintain customer relationships. • Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically. • Ability to work collaboratively with cross-functional teams, including sales, marketing, product, and support. • Demonstrated track record of achieving customer satisfaction, retention, and growth targets.