Customer Success Manager - Iberia
New
W
WATI.ioSaaS / Tech
Spain. PortugalFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent in Portuguese and Spanish (English required for internal communication)
- Experience
- 4+ years
- Required Skills
- Artificial IntelligenceData AnalysisAccount ManagementCRMCustomer SuccessSaaS
Requirements
- Fluent in Portuguese and Spanish (English required for internal communication).
- 4+ years of experience in Customer Success (SaaS / tech environment preferred).
- Strong understanding of the full customer lifecycle: onboarding, adoption, retention, and expansion.
- Hands-on experience with scaled CS / One-to-Many programs (webinars, campaigns, learning journeys).
- Experience with strategic 1:1 account management.
- Data-driven mindset with the ability to interpret usage trends and turn insights into action.
- Strong written and verbal communication skills.
- Highly organized, proactive, and comfortable working in a fast-paced environment.
- Knowledge of WhatsApp Business API, messaging automation, or conversational platforms.
- Familiarity with Iberia market dynamics (Portugal and Spain), customer expectations, and cultural context.
- Exposure to AI/automation products and positioning.
Responsibilities
- 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.
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