Senior Customer Success Manager

Wati is a growing CPaaS platform that provides end-to-end WhatsApp API solutions for SMBs and large enterprises. We aim to simplify business communication, helping businesses meet their customers where they are - WhatsApp.

Backed by global investors such as Sequoia, DST Global, and Tiger Global, we're Shopify's first investment in a startup in Southeast Asia.Headquartered in Hong Kong and trusted by 8000+ customers across 100+ countries.

We're a rapidly expanding team filled with talented people from around the globe.

WATI is leading the next paradigm shift in CPaaS computing and is looking for a dynamic and experienced Customer Success Manager to join our team. The ideal candidate will have a passion for building strong relationships with customers, a deep understanding of customer needs, and a proven track record of driving customer satisfaction and retention. As a Customer Success Manager, you will be the primary point of contact for our customers, helping them to achieve their goals and maximize the value of our solutions.

Key Responsibilities:

• Guide new customers through the onboarding process, ensuring a smooth and efficient transition to our products and services. Provide training and resources to help customers effectively utilize our solutions.
• Identify accounts based on customer’s health score and plan necessary interventions to drive retention and growth
• Build and maintain strong, long-lasting relationships with customers, acting as a trusted advisor and advocate for their needs within the company.
• Develop and execute customer success plans that outline key milestones, deliverables, and success metrics to ensure customers achieve their desired outcomes.
• Monitor and analyze customer usage data to identify trends and areas for improvement. Provide insights and recommendations to help customers fully leverage our products.
• Proactively identify and resolve customer issues, coordinating with internal teams to ensure timely and effective solutions.
• Drive customer renewals and retention by demonstrating the ongoing value of our solutions and addressing any concerns or challenges.
• Gather and communicate customer feedback to relevant teams to inform product development and improve overall customer experience.
• Identify and nurture opportunities for account expansion and upsell, collaborating with sales and marketing teams to drive growth.

Requirements

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field. Advanced degrees or relevant certifications are a plus.
• 5-8 years of experience in customer success, account management, or a related role, Strong customer orientation with a proven ability to build and maintain customer relationships.
• Excellent verbal and written communication skills, with the ability to effectively convey complex concepts to a diverse audience.
• Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically.
• Comfortable with technology and able to quickly learn new tools and systems. Experience with CRM software and customer success platforms is a plus.
• Ability to work collaboratively with cross-functional teams, including sales, marketing, product, and support.
• Demonstrated track record of achieving customer satisfaction, retention, and growth targets.
• Strong verbal and written communications skills in Portuguese and Spanish is required