Customer Success Manager - LATAM

Wati 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 14,000 customers across 100+ 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.
At Wati, we are growing fast, and we are now looking for a Customer Success Manager to join our Customer Success team in LATAM. This role will work closely with our strategic SMB and enterprise customers and act as the customer’s internal advocate, helping remove obstacles that may impact their experience and success with WATI.

The ideal candidate will have a minimum of 3 years of experience as a Customer Success Manager, practical knowledge of WhatsApp Business API or similar SaaS solutions, and a data-driven mindset focused on outcomes. This person will own the entire customer journey — from onboarding to adoption, retention, and expansion — with a proactive and analytical approach.

What you’ll do:

• Own the full customer journey: onboarding, adoption, retention, and expansion.
• Manage a portfolio of strategic accounts with a 1:1 approach, building trusted relationships with key stakeholders.
• Achieve OKRs focused on Product Adoption and Net Revenue MRR by reducing churn and identifying expansion opportunities.
• Provide consultative support to align WATI’s solutions with customer goals and needs.
• Ensure a high level of satisfaction through proactive communication and support.
• Identify additional use cases and successfully deploy WATI’s capabilities into customer operations.
• Serve as the main escalation point for account-related issues.
• Coordinate and analyze performance data to identify risk, drive improvements, and propose next steps.
• Drive renewals and contract management processes.
• Collaborate cross-functionally with product, support, and sales teams to advocate for customer needs.
• Continuously improve internal processes and contribute to best practices for customer success.

Requirements

• Fluent in Spanish and English (Portuguese is a plus).

• 3+ years of experience as a Customer Success Manager, preferably in a SaaS or startup environment.
• Practical experience with WhatsApp Business API or similar platforms is strongly preferred.
• Deep understanding of LATAM market dynamics, business culture, and digital communication trends is necessary.
• Strong grasp of WhatsApp Business API use cases, including lead qualification, support automation, and broadcast compliance.
• Ability to guide clients in message template strategies, chatbot logic, and API limitations.
• Experience in consultative solution selling and executive engagement.
• Excellent verbal and written communication skills.
• Strong analytical and data-driven mindset, with ability to identify trends and translate insights into actions.
• Experience using HubSpot, Looker, or other CRM/data tools to monitor health and engagement.
• Proven track record of reducing churn, growing revenue, and building long-term customer relationships.
• Highly organized and process-oriented with strong attention to detail.
• We value autonomy, initiative, and collaborative energy. We’re a fast-paced, diverse global team — and we want people who take ownership and make things happen.