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
West Advanced Technologies, Inc. (WATI) is a California-headquartered technology solutions provider specializing in IT services and cybersecurity for government agencies at the state and local level. Since 1998, WATI has been delivering technology solutions including implementation, management, and security services to public sector organizations. The company offers comprehensive cybersecurity consulting, managed security services, and cloud security solutions, along with BEAGLE, a criminal justice data integration and analytics platform that combines data from multiple sources to provide law enforcement agencies with comprehensive investigative capabilities. WATI serves multiple government agency types including sheriff and law-enforcement departments, health and human services, transportation, utilities, and public works, positioning itself as a trusted partner for secure technology transformation in the public sector.
