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

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. Our Platform The AI-native platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises. Our Backing & Partnerships Wati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence. About the Role: 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. 📌 Note: Please submit applications in English only. What you’ll do: Manage a high-volume portfolio of low ACV customers mainly post-onboarding (from day 90 onwards). Create and deliver One-to-Many engagement strategies, including: Webinars, Group Q&A sessions, and product education sessions. Mass campaigns for feature adoption, upgrade offers, and retention nudges. Automated cadences and lifecycle campaigns to encourage product usage. Lead the creation of a WhatsApp Community (Portuguese & Spanish) to support ongoing education and customer connection. Build and maintain our WATI Certification Program and educational content (videos, guides) for self-service enablement. Collaborate with the Onboarding CSM and other internal teams to ensure customers have a seamless post-onboarding journey. Handle upgrade requests and cancellation requests based on internal playbooks — and continuously improve these workflows. Create and revise CS playbooks for: Post-onboarding journey (One-to-Many format) Retention and re-engagement tactics Plan upgrades and revenue expansion Provide initial support via WhatsApp for customers with basic questions, focusing on deflection through educational content and Help Center resources. Analyze product usage trends, churn signals, and engagement metrics to proactively identify and act on customer needs. Ideal Profile You have experience working in Customer Enablement or Scaled CS, managing a large customer base through 1:Many programs such as webinars, campaigns, or learning journeys. You are passionate about helping customers succeed at scale, balancing automation and personal engagement. You’re comfortable using data to prioritize initiatives, spot adoption gaps, and design scalable solutions. You thrive in fast-paced environments where you can experiment, improve processes, and build new playbooks from scratch. You’re empathetic, proactive, and have a “builder” mindset — always looking for ways to improve the customer experience through creativity and efficiency. 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. Hands-on experience with WhatsApp Business API, messaging automation, or related platforms is highly preferred. Comfortable designing and leading One-to-Many initiatives (webinars, campaigns, onboarding flows). Excellent verbal and written communication skills — especially for delivering content and live sessions. Data-driven mindset: ability to read usage trends and define strategic priorities. Experience using tools such as HubSpot, Google Sheets, Notion, Zapier (or similar). Self-starter with strong organization and ownership over your portfolio and results. Experience creating and evolving customer journey playbooks and workflows. Bonus: experience building certifications, Help Center content, or community engagement strategies.