# Customer Success Manager - LATAM > WATI.io · Brazil (Remote) · Full-time · Posted 2026-02-08 **Workplace:** remote **Department:** Customer Success ## Description ### 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 ### Ideal 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 ## Apply [Apply at WATI.io](https://apply.workable.com/wati-dot-i-o/j/DBE3F1B210/apply) --- Powered by [Workable](https://www.workable.com)