Team Lead, Customer Success

Job Description

About Wati  

Started as a WhatsApp team inbox in 2020, Wati has evolved into an AI-powered customer engagement platform that goes beyond a single channel. Designed for businesses that sell, support, and grow through conversations, Wati observes customer intent in real time, decides the next best revenue action, and executes it across marketing, sales, and support — on WhatsApp, Instagram, Facebook, TikTok, SMS, and more.

Trusted by over 16,000 customers across 190+ countries, Wati simplifies complex operations and business conversations with a unified inbox, no-code automation, and Wati AI powered by AI Copilot, Astra AI Agent and flexibility to add your own LLMs/AI. 

Proudly backed by Tiger Global, Sequoia Capital, DST Global, and Shopify, and recognised as a Premium Partner of Meta and Google.

Wati, the AI-Powered Customer Engagement Platform for Revenue Growth.

About the Role  

We are looking for a Team Lead, Customer Success (Strategic Accounts) to lead and elevate the performance of Wati’s Strategic Customer Success organization across Brazil, LATAM, and Iberia.

This role is responsible for overseeing the entire customer journey for strategic accounts, including Onboarding, Adoption, Retention, and Expansion.

The Team Lead will directly support and develop both Onboarding Customer Success Managers and Strategic Customer Success Managers, ensuring customers achieve value quickly while building long-term partnerships that drive retention and growth.

This role combines customer-facing leadership with people management responsibilities. You will be responsible for coaching teams, supporting complex customer situations, improving execution quality, and driving operational excellence across the strategic customer lifecycle.

As a Team Lead, you will work closely with the Customer Success Manager to scale best practices, develop talent, and support the continued growth of Customer Success across Brazil, LATAM, and Iberia.

What You'll Do

Customer Journey Leadership

• Own the strategic customer journey across Onboarding, Adoption, Retention, and Expansion
• Ensure seamless handoffs and alignment between onboarding and ongoing Customer Success motions
• Drive faster time-to-value and successful customer activation
• Establish consistent customer experience standards across all strategic accounts
• Identify opportunities to improve customer lifecycle management and operational efficiency

What You'll Do

• Coach, mentor, and support Strategic Customer Success Managers and Onboarding Customer Success Managers.

Cross-Functional Collaboration

• Partner with Sales to improve customer handoffs and expectation setting during the buying process.

Requirements

Ideal Profille

You’re a customer-centric leader who enjoys developing people, building scalable processes, and owning the entire customer journey.

You are comfortable leading both onboarding and post-sales customer success functions, balancing operational excellence with strategic customer management.

You thrive in fast-paced SaaS environments and enjoy helping teams deliver exceptional customer experiences from implementation through long-term growth.

Requirements

• Fluent in Portuguese and Spanish (English required for internal communication)
• 4+ years of experience in Customer Success, Account Management, Onboarding, or related customer-facing roles
• 2+ years of experience leading Customer Success teams in a SaaS environment
• Proven experience managing strategic customer relationships
• Experience overseeing customer lifecycle initiatives, including onboarding, adoption, retention, and expansion
• Strong coaching, mentoring, and people development skills
• Experience driving revenue retention and expansion outcomes
• Strong stakeholder management and executive communication skills
• Data-driven mindset with the ability to translate insights into action plans
• Excellent organizational and problem-solving skills
• Ability to influence cross-functional teams and drive execution