Customer Success Manager - LATAM

About WatiWati 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 RoleWe’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 successOnboarding & activation (first 0–90 days) or post-onboarding & lifecycle managementBrazil-focused or LATAM-focused customer portfoliosYou’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 DoDepending on your assigned focus, you will:Customer Ownership & JourneyOwn a portfolio of customers across different ACV tiers and maturity stagesGuide customers through onboarding, activation, adoption, retention, and expansionEnsure customers are using Wati according to best practices and their main use case1:1 (High-Touch) Responsibilities Manage strategic accounts with a consultative, relationship-driven approachRun structured check-ins, success plans, QBRs, and stakeholder alignmentProactively identify risks and expansion opportunitiesAct as a trusted advisor for WhatsApp Business API strategy and automationOne-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 educationCreate and improve playbooks for onboarding, post-onboarding, retention, and upgradesSupport self-service enablement through content, certifications, or community initiativesData, Insights & ExpansionMonitor usage data, health signals, and engagement metricsProactively act on churn risks and adoption gapsIdentify and execute expansion opportunities (upgrades, add-ons, broader adoption)Maintain accurate CRM data and contribute to forecasting and reportingCross-functional CollaborationAct as the voice of the customer internallyShare product feedback and market insights with Product and GTM teamsPartner with Sales and Onboarding to ensure smooth handoffs and expectation alignmentKey Metrics You’ll Own (depending on scope)Activation & Time-to-ValueChurn (early and long-term)Net Revenue Retention / ExpansionEngagement metrics (for One-to-Many initiatives)Forecast accuracy & data qualityIdeal ProfileYou’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.RequirementsFluent 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 → expansionExperience with 1:1 account management, One-to-Many programs, or bothData-driven mindset with ability to turn insights into actionStrong written and verbal communication skillsHighly organized, proactive, and comfortable owning outcomesFamiliarity with WhatsApp Business API, messaging automation, or conversational platformsNice to Have / BonusExperience in Brazil or broader LATAM marketsExposure to AI, automation, or conversational productsExperience building playbooks, certifications, Help Center content, or communitiesFamiliarity with tools like HubSpot, Vitally, Notion, Google Sheets, ZapierWhy Join WatiBe part of a fast-growing, glo