Customer Success Manager – LATAM
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Job Description
Customer Success Manager overseeing a portfolio of low ACV customers primarily post-onboarding in LATAM. Managing community engagement strategies and customer journey enhancements through data-driven initiatives.
Responsibilities:
- 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.
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