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Customer Success Manager

Customer Success Manager

WatiKuala Lumpur, Kuala Lumpur, Malaysia
2 days ago
Job description

Overview

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.

The Platform and Backing

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.

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

Requirements

  • 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 in the SaaS industry before, including with our competitors

    • 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

    • #J-18808-Ljbffr

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    Customer Manager • Kuala Lumpur, Kuala Lumpur, Malaysia