Customer Success Manager - LATAM (One-to-Many)

6 days, 3 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

  • Manage a high-volume portfolio of low-ACV customers mainly after onboarding.
  • Design and deliver one-to-many engagement programs such as webinars, group Q&A sessions, and product education sessions.
  • Run mass campaigns for feature adoption, upgrade offers, and retention nudges.
  • Build automated cadences and lifecycle campaigns to increase product usage.
  • Lead the creation of a WhatsApp Community in Portuguese and Spanish for customer education and connection.
  • Build and maintain the WATI Certification Program and self-service educational content such as videos and guides.
  • Partner with the Onboarding CSM and internal teams to ensure a seamless post-onboarding customer journey.
  • Handle upgrade and cancellation requests using internal playbooks and improve these workflows over time.
  • Create and revise customer success playbooks for retention, re-engagement, plan upgrades, and revenue expansion.
  • Provide initial WhatsApp support for basic questions and deflect issues through educational content and Help Center resources.
  • Analyze product usage, churn signals, and engagement metrics to identify customer needs and drive action.

Requirements

  • Fluent in Portuguese and Spanish; English proficiency required for internal communication.
  • 2+ years of experience in Customer Success, Customer Education, or Scaled CS, preferably in a SaaS or tech startup environment.
  • Minimum 3 years of experience as a Customer Success Manager is ideal for the role.
  • Hands-on experience with WhatsApp Business API, messaging automation, or related platforms is highly preferred.
  • Experience designing and leading one-to-many initiatives such as webinars, campaigns, or onboarding flows.
  • Excellent verbal and written communication skills, especially for live sessions and educational content.
  • Data-driven mindset with the ability to read usage trends and set priorities.
  • Experience using tools such as HubSpot, Google Sheets, Notion, and Zapier or similar tools.
  • Strong organization, self-starter mindset, and ownership over portfolio results.
  • Experience creating and evolving customer journey playbooks and workflows.
  • Bonus: experience building certifications, Help Center content, or community engagement strategies.

Interested in this position?

Apply directly on the company website

Apply Now

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