Customer Success Manager - LATAM

Job Description

About Wati

Wati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.

Trusted and loved by over 16,000 customers across 190+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect with customers on their platform of choice.

In a world where real-time interactions drive growth, Wati's story is all about business growth through conversations. At Wati, we believe that every conversation matters, whether it's engaging a first-time prospect, nurturing a qualified lead, or deepening relationships with loyal clients. We transform these conversations into opportunities for building relationships, and strong relationships lead to increased revenue.

Our Platform
The AI-native platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises.

Our Backing & Partnerships
Wati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence.

About the Role

We’re looking for Customer Success Managers to join our growing CS team and help customers succeed with Wati — from onboarding and activation to long-term adoption, retention, and expansion.

This is a flexible role by design. Depending on business needs and your profile, you may focus on:

• 1:1 (high-touch) or 1-to-Many (scaled) customer success
• Onboarding & activation (first 0–90 days) or post-onboarding & lifecycle management
• Brazil-focused or LATAM-focused customer portfolios

You’ll work closely with Onboarding, Support, Sales, Product, and RevOps to ensure customers achieve value quickly and scale their use of Wati over time.

What You’ll Do

Depending on your assigned focus, you will:

Customer Ownership & Journey

• 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

1:1 (High-Touch) Responsibilities  

• 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

One-to-Many (Scaled CS) Responsibilities 

• 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

Data, Insights & Expansion

• 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

Cross-functional Collaboration

• 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

Key Metrics You’ll Own (depending on scope)

• Activation & Time-to-Value
• Churn (early and long-term)
• Net Revenue Retention / Expansion
• Engagement metrics (for One-to-Many initiatives)
• Forecast accuracy & data quality

Ideal Profile

You’re a builder CSM who is comfortable operating in evolving environments and adapting your approach based on customer segment and scale. You balance empathy, structure, and a commercial mindset — and you care deeply about delivering real customer value.

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

Why Join Wati

• Be part of a fast-growing, global CS team with real ownership
• Work across different CS motions (1:1 and scaled)
• Help shape how Customer Success evolves in Brazil and LATAM
• Build processes, programs, and journeys — not just follow them