Customer Success Manager

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.

What You'll Be Doing

As a Customer Success Manager, you will play a critical role in ensuring the long-term success and satisfaction of our customers. Your mission will be to drive customer adoption, retention, and expansion by being a trusted advisor and strategic partner.

Key Responsibilities:

• Own a portfolio of high-value clients and build strong, lasting relationships with decision-makers and stakeholders.
• Lead quarterly business reviews (QBRs) and regular check-ins to understand client goals, review product usage, and identify success opportunities.
• Drive renewals by proactively managing contract timelines and ensuring customer satisfaction and ROI.
• Identify and execute expansion opportunities by aligning Wati's offerings with evolving customer needs.
• Provide actionable insights and benchmarking data to help clients evaluate their performance, uncover opportunities, and guide strategic decisions.
• Be the customer's advocate within Wati—working closely with product, support, and onboarding teams to ensure customer feedback is heard and acted upon.
• Educate clients on new features, best practices, and use cases to maximize product adoption and success.
• Maintain accurate customer health scores, renewal and expansion forecasts, and activity tracking in CRM tools.
• Support new initiatives and contribute to building scalable success playbooks and processes.

What We're Looking For

• 6+ years of experience in customer success, account management, or consulting roles in SaaS or tech companies.
• Proven track record of managing customer relationships, driving renewals, and expanding accounts.
• Strong business acumen with the ability to understand client objectives and translate them into actionable plans.
• Excellent communication and presentation skills, with experience leading business reviews and executive-level conversations.
• Highly organized with a proactive and consultative approach to customer engagement.
• A growth mindset, collaborative nature, and a genuine passion for helping customers succeed.
• Excellent communication skills in English, proficiency in Malay, Mandarin and Cantonese is highly preferred.
• Experience using CRM tools (HubSpot, Salesforce, etc.) 

Nice to Have

• Experience working with Shopify merchants, WhatsApp Business API, or CRM/MarTech tools.
• Worked at SaaS industry before, worked with our competitors before.

Why Join Us?

• Be part of a fast-paced, global team shaping the future of conversational commerce.
• Work with talented teammates across continents who value transparency, curiosity, and customer obsession.
• Opportunity to grow with the company and take on increasing responsibility as we scale.