Customer Success Manager
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Job Description
Customer Success Manager responsible for onboarding and customer lifecycle management. Helping clients maximize value from Wati's WhatsApp-first conversational growth platform.
Responsibilities:
- 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
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