Customer Success Manager – LATAM (One-to-Many) | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

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.

Requirements

• 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.

Expert Career Tips for Customer Success Manager – LATAM (One-to-Many) Roles

To succeed in a competitive market as a Customer Success Manager – LATAM (One-to-Many), you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Customer Success Manager – LATAM (One-to-Many) requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Customer Success Manager – LATAM (One-to-Many) position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.