Customer Success Manager – LATAM

🕒 December 19, 2025

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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

• Manage a high-volume portfolio of low ACV customers mainly post-onboarding (from day 90 onwards). • Create and deliver One-to-Many engagement strategies, including: • Webinars, Group Q&A sessions, and product education sessions. • Mass campaigns for feature adoption, upgrade offers, and retention nudges. • Automated cadences and lifecycle campaigns to encourage product usage. • Lead the creation of a WhatsApp Community (Portuguese & Spanish) to support ongoing education and customer connection. • Build and maintain our WATI Certification Program and educational content (videos, guides) for self-service enablement. • Collaborate with the Onboarding CSM and other internal teams to ensure customers have a seamless post-onboarding journey. • Handle upgrade requests and cancellation requests based on internal playbooks — and continuously improve these workflows. • Create and revise CS playbooks for: • Post-onboarding journey (One-to-Many format) • Retention and re-engagement tactics • Plan upgrades and revenue expansion • Provide initial support via WhatsApp for customers with basic questions, focusing on deflection through educational content and Help Center resources. • Analyze product usage trends, churn signals, and engagement metrics to proactively identify and act on customer needs.

🎯 Requirements

• Fluent in Portuguese and Spanish (English proficiency required for internal communication). • 2+ years of experience in Customer Success, Customer Education, or Scaled CS, preferably in a SaaS or tech startup environment. • Hands-on experience with WhatsApp Business API, messaging automation, or related platforms is highly preferred. • Comfortable designing and leading One-to-Many initiatives (webinars, campaigns, onboarding flows). • Excellent verbal and written communication skills — especially for delivering content and live sessions. • Data-driven mindset: ability to read usage trends and define strategic priorities. • Experience using tools such as HubSpot, Google Sheets, Notion, Zapier (or similar). • Self-starter with strong organization and ownership over your portfolio and results. • Experience creating and evolving customer journey playbooks and workflows. • Bonus: experience building certifications, Help Center content, or community engagement strategies.