Customer Success Manager

🕒 February 8

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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

• Own a portfolio of customers across different ACV tiers and maturity stages • Guide customers through onboarding, activation, adoption, retention, and expansion • Ensure customers are using Wati according to best practices and their main use case • Manage strategic accounts with a consultative, relationship-driven approach • Run structured check-ins, success plans, QBRs, and stakeholder alignment • Proactively identify risks and expansion opportunities • Act as a trusted advisor for WhatsApp Business API strategy and automation • Design and execute scalable CS programs (webinars, campaigns, group sessions, learning journeys) • Drive activation, adoption, and retention through automation and education • Create and improve playbooks for onboarding, post-onboarding, retention, and upgrades • Support self-service enablement through content, certifications, or community initiatives • Monitor usage data, health signals, and engagement metrics • Proactively act on churn risks and adoption gaps • Identify and execute expansion opportunities (upgrades, add-ons, broader adoption) • Maintain accurate CRM data and contribute to forecasting and reporting • Act as the voice of the customer internally • Share product feedback and market insights with Product and GTM teams • Partner with Sales and Onboarding to ensure smooth handoffs and expectation alignment

🎯 Requirements

• Fluent in Portuguese or Spanish (English required for internal communication) • 3–5+ years of experience in Customer Success, Onboarding, Enablement, or similar roles (SaaS preferred) • Strong understanding of the customer lifecycle: onboarding → adoption → retention → expansion • Experience with 1:1 account management, One-to-Many programs, or both • Data-driven mindset with ability to turn insights into action • Strong written and verbal communication skills • Highly organized, proactive, and comfortable owning outcomes • Familiarity with WhatsApp Business API, messaging automation, or conversational platforms • Nice to Have / Bonus • Experience in Brazil or broader LATAM markets • Exposure to AI, automation, or conversational products • Experience building playbooks, certifications, Help Center content, or communities • Familiarity with tools like HubSpot, Vitally, Notion, Google Sheets, Zapier