About Wati
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 16,000 customers across 190+ 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're looking for Customer Success Managers to join our growing CS team and help customers succeed with Wati — from onboarding and activation to long‑term adoption, retention, and expansion.

This is a flexible role by design . Depending on business needs and your profile, you may focus on:

1:1 (high‑touch) or 1-to-Many (scaled) customer success

Onboarding & activation (first 0‑90 days) or post‑onboarding & lifecycle management

Brazil-focused or LATAM-focused customer portfolios

You’ll work closely with Onboarding, Support,



Sales, Product, and RevOps to ensure customers achieve value quickly and scale their use of Wati over time.

What You’ll Do
Depending on your assigned focus, you will:

Customer Ownership & Journey

Own a portfolio of customers across different ACV tiers and maturity stages

Guide customers through onboarding, activation, adoption, retention, and expansion

Ensure customers are using Wati according to best practices and their main use case

1:1 (High-Touch) Responsibilities

Manage strategic accounts with a consultative, relationship‑driven approach

Run structured check‑ins, success plans, QBRs, and stakeholder alignment

Proactively identify risks and expansion opportunities

Act as a trusted advisor for WhatsApp Business API strategy and automation

One-to-Many (Scaled CS) Responsibilities

Design and execute scalable CS programs (webinars, campaigns, group sessions, learning journeys)

Drive activation, adoption, and retention through automation and education

Create and improve playbooks for onboarding, post‑onboarding, retention, and upgrades

Support self‑service enablement through content, certifications, or community initiatives

Data, Insights & Expansion

Monitor usage data, health signals, and engagement metrics

Proactively act on churn risks and adoption gaps

Identify and execute expansion opportunities (upgrades, add‑ons, broader adoption)

Maintain accurate CRM data and contribute to forecasting and reporting

Cross‑functional Collaboration

Act as the voice of the customer internally





Share product feedback and market insights with Product and GTM teams

Partner with Sales and Onboarding to ensure smooth handoffs and expectation alignment

Key Metrics You’ll Own (depending on scope)

Activation & Time-to-Value

Churn (early and long‑term)

Net Revenue Retention / Expansion

Engagement metrics (for One-to-Many initiatives)

Forecast accuracy & data quality

Idóneo Profile
You’re a builder CSM who is comfortable operating in evolving environments and adapting your approach based on customer segment and scale. You balance empathy, structure, and a commercial mindset — and you care deeply about delivering real customer value.

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 preferred)

Strong understanding of the customer lifecycle: onboarding → adoption → retention → expansion

Experience with 1:1 account management, One-to-Many programs, or both

Data‑driven mindset with 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

Nice to Have / Bonus

Experience in Brazil or broader LATAM markets

Exposure to AI, automation, or conversational products

Experience building playbooks, certifications, Help Center content, or communities

Familiarity with tools like HubSpot, Vitally, Notion, Google Sheets, Zapier

Why Join Wati

Be part of a fast‑growing, global CS team with real ownership

Work across different CS motions (1:1 and scaled)

Help shape how Customer Success evolves in Brazil and LATAM

Build processes, programs, and journeys — not just follow them

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📌 Customer Success Manager - LATAM (Xico)
🏢 WATI
📍 Xico