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Customer Success Manager - Iberia (Portugal & Spain)

2 months, 1 week ago
Spain, Portugal
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
Wati.io

Wati.io

Wati.io provides an end-to-end WhatsApp API solution designed for small and medium-sized businesses, enabling them to enhance customer engagement and streamline marketing efforts through personalized communication on the popular messaging platform.

Internet Software & Services
11-50
Founded 2019
$31M raised
View All Jobs 29

Description

  • Own customer success for Portugal and Spain across onboarding alignment, adoption, retention, and expansion.
  • Establish the first structured customer success rhythm for Iberia, including touchpoints, segmentation, playbooks, and communication standards.
  • Manage strategic accounts through a 1:1 approach, including stakeholder mapping, success plans, QBRs, risk mitigation, and expansion.
  • Run scalable one-to-many programs for a high-volume customer base, especially for onboarding and activation.
  • Identify churn risk using health scoring, usage trends, and engagement metrics, and take proactive action.
  • Spot expansion opportunities such as upgrades, add-ons, and broader product adoption, and execute the right motion by segment.
  • Serve as the internal voice of Iberia customers by sharing insights and product feedback with cross-functional teams.
  • Promote best practices for WhatsApp Business API setup, templates, messaging compliance, automation, and operational workflows.
  • Help define Iberia segmentation, ICP learnings, and customer journey improvements.
  • Partner with marketing and sales to ensure smooth handoffs and correct customer expectations as the region grows.

Requirements

  • Fluent in Portuguese and Spanish, with English required for internal communication.
  • 4+ years of experience in Customer Success, preferably in a SaaS or tech environment.
  • Strong understanding of the full customer lifecycle from onboarding through adoption, retention, and expansion.
  • Hands-on experience with scaled CS / one-to-many programs, such as webinars, campaigns, and learning journeys.
  • Experience with strategic 1:1 account management.
  • Data-driven mindset with the ability to interpret usage trends and turn insights into action.
  • Strong written and verbal communication skills for customer education and structured follow-ups.
  • Highly organized, proactive, and comfortable working in a fast-paced environment.
  • Knowledge of WhatsApp Business API, messaging automation, or conversational platforms.
  • Familiarity with Iberia market dynamics, customer expectations, and cultural context, preferred.
  • Exposure to AI or automation products and positioning, preferred.

Benefits

  • Be the first dedicated customer success owner for Iberia and shape how the region grows.
  • Work on high-impact initiatives across retention, education, and expansion.
  • Join a fast-growing, global team building the future of conversational growth on WhatsApp.

Interested in this position?

Apply directly on the company website

Apply Now

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