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 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 (mandatory). Proficiency in Malay and Mandarin 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 Experience in the SaaS industry and familiarity 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 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.

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