WATI

Customer Success Manager

WATI

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successonboardingenablementaccount managementdata analysismessaging automationconversational platformsplaybook developmentcustomer lifecycle managementrisk identification
Soft Skills
strong communicationorganizational skillsproactive mindsetrelationship managementconsultative approachtrustworthinessdata-driven decision makingstakeholder alignmentcustomer advocacyadaptability