Customer Success Manager - Iberia (Portugal & Spain)

About Wati Started as a WhatsApp team inbox in 2020, Wati has evolved into a full revenue orchestration system that goes beyond a single platform. We empower businesses that sell, support, and grow through conversations by observing customer intent in real-time, deciding the next best revenue action, and executing it seamlessly across marketing, sales, and support—all within WhatsApp and connected messaging channels. Our Platform & AI Capabilities Wati is designed for scalability and intelligence. Our AI-native platform simplifies complex customer communication operations through a unified inbox, a robust multi-channel messaging infrastructure, and no-code automation. At the heart of our solution is Astra, our intelligent AI layer, which helps you create AI Agents for all customer interactions and all your messaging platforms. By integrating AI agents into the ecosystem, we enable businesses of all sizes to deliver measurable ROI and build deeper customer relationships. Our Backing & Partnerships Trusted by over 16,000 customers across 190+ countries, Wati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta and Google, we maintain the highest standards of platform excellence and integration. About the role We are launching a dedicated Customer Success motion for Iberia (Portugal & Spain) and are looking for a Customer Success Manager to help us build and scale this customer journey from the ground up. This role will be responsible for: Taking ownership of our existing Portuguese and Spanish customer base Creating strong customer relationships and executing CS playbooks Supporting the expected growth of the region as we invest in lead generation and acquisition Initially, this role will manage a mixed portfolio, including High-ACV / high-touch customers (1:1 approach) and Low-ACV / scaled customers (One-to-Many approach) You’ll partner closely with regional leadership, onboarding, support, and GTM teams to ensure customers in Iberia achieve value quickly, adopt the right workflows, and expand their use of Wati over time. 📌 Note: Please submit applications in English only. What you will Do Take ownership of customer success in Portugal and Spain, including onboarding alignment, adoption, retention, and expansion Establish the first structured CS rhythm for Iberia: touchpoints, segmentation, playbooks, and customer communication standards Act as the internal voice of Iberia customers, sharing insights and product feedback with cross-functional teams Manage strategic accounts with a 1:1 approach: stakeholder mapping, success plans, QBRs, risk mitigation, and expansion Manage a high-volume base through scalable programs (One-to-Many), especially for onboarding and activation. Identify churn risk signals and proactively act on them using health scoring, usage trends, and engagement metrics Identify expansion opportunities (upgrades, add-ons, and broader adoption) and execute the right motion based on customer segment Promote best practices around WhatsApp Business API setup, templates, messaging compliance, automation, and operational workflows Help define Iberia segmentation, ICP learnings, and customer journey improvements Collaborate with marketing and sales as the region grows, ensuring new customers enter with correct expectations and smooth handoffs Key Metrics Net New MRR for Iberia Activation Churn 90 days Forecast accuracy and CRM data quality Engagement performance of One-to-Many initiatives (attendance, completion, activation lifts) Ideal Profile You’re a builder CSM who enjoys owning a market, creating structure, and scaling customer success through both high-touch relationships and scalable programs. You bring a strong balance of empathy, operational discipline, and commercial mindset. Fluent in Portuguese and Spanish (English required for internal communication) 4+ years of experience in Customer Success (SaaS / tech environment preferred) Strong understanding of the full customer lifecycle: onboarding → adoption → retention → expansion Hands-on experience with scaled CS / One-to-Many programs (webinars, campaigns, learning journeys) and strategic 1:1 account management Data-driven mindset (able to interpret usage trends and turn insights into action) Strong written and verbal communication skills (especially for customer-facing 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 (Portugal and Spain), customer expectations, and cultural context Exposure to AI/automation products and positioning Be the first dedicated CS owner for Iberia and shape how we grow this region Work on high-impact initiatives across retention, education, and expansion Join a fast-growing, global team building the future of conversational growth on WhatsApp