Customer Success Manager

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 connects with customers on their platform of choice to drive growth through conversations. Our AI-native platform brings all customer interactions under one intelligent roof, delivering measurable ROI for businesses of all sizes.

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.

• 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

Qualifications

What We\'re Looking For

Nice to Have

Why Join Us?

Location & Availability

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting

Referrals increase your chances of interviewing at Wati by 2x

Get notified about new Customer Success Manager jobs in Malaysia.

#J-18808-Ljbffr