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

Remote from: Brazil
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 18 Jun 2026
Apply before: 18 Jul 2026
Experience level: Midweight
Views / Applies: 21 / 4

About WATI

Enable small to medium companies to grow business smarter by engaging customers on WhatsApp.

Computer Software
2019

AI Summary

Wati, a leading WhatsApp-first conversational growth platform, is seeking a Customer Success Manager for its LATAM team. This role manages a high-volume portfolio of low ACV customers post-onboarding, focusing on one-to-many engagement strategies like webinars, mass campaigns, and automated lifecycle cadences. The CSM will build a WhatsApp community, maintain certification programs, and collaborate to enhance the customer journey. Ideal candidates have 3+ years in CS, a data-driven mindset, and experience with scaled customer enablement. The position demands proactive retention, expansion, and product adoption efforts.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires managing a large customer base through scalable programs and data analysis, but does not require deep technical expertise, making it moderately difficult.

Salary Analysis

AI Insight The salary is not specified in the listing. Based on US market data for a Customer Success Manager, the median is approximately $82,500, with a typical range between $55,000 and $110,000. This role is targeted for LATAM, so actual compensation may differ based on location.

Key Skills

Customer Success SaaS WhatsApp Business API Data-Driven Customer Enablement Lifecycle Campaigns Webinars Scaled CS Retention Expansion

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Customer Success Manager position at Wati. With over 3 years of experience in customer success and a strong background in scaled enablement programs, I am confident in my ability to drive retention and expansion for your LATAM customer base.

In my previous role, I successfully implemented one-to-many strategies including webinars and automated campaigns that increased product adoption by 30%. I am passionate about using data to identify churn signals and design scalable interventions.

I am particularly drawn to Wati's innovative WhatsApp-first platform and would love to contribute to your mission of transforming conversations into revenue. Thank you for considering my application.

Sincerely,
[Your Name]

Possible Interview Questions

Can you describe your experience with one-to-many customer engagement strategies, such as webinars or automated campaigns?

In my previous role, I managed a portfolio of over 200 SMB customers and implemented a quarterly webinar series on product features. I also created automated email and in-app campaigns that improved feature adoption by 25%. I used data to segment customers and personalize content for higher engagement.

How do you prioritize which customers to focus on when managing a high-volume portfolio?

I use a combination of health scores, product usage data, and churn signals to segment customers. I prioritize high-risk accounts for proactive outreach, while automating touchpoints for healthy ones. I also run lifecycle campaigns to address common friction points at scale.

Describe a time you used data to identify a retention risk and how you addressed it.

I noticed a drop in login frequency for a cohort of customers post-onboarding. I analyzed the data and found they weren't using a key feature. I created a short video tutorial and sent it via email and WhatsApp, which led to a 15% reduction in churn for that group.

How would you approach building a WhatsApp community for customer education in Portuguese and Spanish?

I would start by inviting customers from the existing base, offering exclusive tips and early access to features. I'd structure the community with weekly themes, Q&A sessions, and polls to encourage interaction. I'd also leverage customer success stories to foster peer learning.

What metrics do you consider most important for measuring success in a scaled customer success role?

Key metrics include net retention rate, product adoption rates, time-to-value, churn rate, and customer satisfaction scores. For scaled programs, I also track engagement rates for webinars and campaigns, as well as deflection rates through help center content.

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.

Apply now >