Customer Success Manager - LATAM

6 days, 4 hours ago
Full-time
Mid Level
Customer and Technical Support
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

Description

  • Own a portfolio of customers across different ACV tiers and maturity stages.
  • Guide customers through onboarding, activation, adoption, retention, and expansion.
  • Manage strategic accounts with a consultative, relationship-driven approach in 1:1 motions.
  • Run structured check-ins, success plans, QBRs, and stakeholder alignment.
  • Design and execute scalable customer success programs such as webinars, campaigns, group sessions, and learning journeys.
  • Create and improve playbooks for onboarding, post-onboarding, retention, and upgrades.
  • Monitor usage data, health signals, and engagement metrics to identify churn risks and adoption gaps.
  • Identify and execute expansion opportunities including upgrades, add-ons, and broader adoption.
  • Maintain accurate CRM data and contribute to forecasting and reporting.
  • Share product feedback and market insights with Product and GTM teams.

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 experience preferred.
  • Strong understanding of the customer lifecycle from onboarding to expansion.
  • Experience with 1:1 account management, one-to-many programs, or both.
  • Data-driven mindset with the 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.
  • Experience in Brazil or broader LATAM markets is a bonus.
  • Exposure to AI, automation, or conversational products is a bonus.
  • Experience building playbooks, certifications, Help Center content, or communities is a bonus.
  • Familiarity with HubSpot, Vitally, Notion, Google Sheets, or Zapier is a bonus.

Benefits

  • Flexible role with different CS motions and portfolio focus options.
  • Opportunity to work across both high-touch and scaled customer success.
  • Real ownership in a fast-growing, global customer success team.
  • Chance to help shape Customer Success in Brazil and LATAM.
  • Opportunity to build processes, programs, and customer journeys.

Interested in this position?

Apply directly on the company website

Apply Now

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