- Take ownership of customer success in Portugal and Spain, including onboarding alignment, adoption, retention, and expansion.
- Establish the first structured CS rhythm for Iberia, including touchpoints, segmentation, playbooks, and communication standards.
- Act as the internal voice of Iberia customers, sharing insights and product feedback with cross-functional teams.
- Manage strategic accounts with a 1:1 approach, including stakeholder mapping, success plans, QBRs, risk mitigation, and expansion.
- Manage a high-volume customer base through scalable One-to-Many programs for onboarding and activation.
- Identify churn risk signals and proactively act on them using health scoring, usage trends, and engagement metrics.
- Identify expansion opportunities and execute motions based on customer segments.
- Promote best practices regarding WhatsApp Business API setup, templates, messaging compliance, and operational workflows.
- Help define Iberia segmentation, ICP learnings, and customer journey improvements.
Artificial IntelligenceData AnalysisAccount Management+3 more