Customer Success Manager - Iberia (Portugal & Spain)

Ideal Profile
You're a builder CSM who enjoys owning a market, creating structure, and scaling customer success through both high-touch relationships and scalable programs. You bring a strong balance of empathy, operational discipline, and commercial mindset.

• 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 → expansion
• Hands-on experience with scaled CS / One-to-Many programs (webinars, campaigns, learning journeys) and strategic 1:1 account management
• Data-driven mindset (able to interpret usage trends and turn insights into action)
• Strong written and verbal communication skills (especially for customer-facing education and structured follow-ups)
• 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

• Be the first dedicated CS owner for Iberia and shape how we grow this region
• Work on high-impact initiatives across retention, education, and expansion
• Join a fast-growing, global team building the future of conversational growth on WhatsApp

We are launching a dedicated Customer Success motion for Iberia (Portugal & Spain) and are looking for a Customer Success Manager to help us build and scale this customer journey from the ground up.

• Taking ownership of our existing Portuguese and Spanish customer base
• Creating strong customer relationships and executing CS playbooks
• Supporting the expected growth of the region as we invest in lead generation and acquisition
• Initially, this role will manage a mixed portfolio, including High-ACV / high-touch customers (1:1 approach) and Low-ACV / scaled customers (One-to-Many approach)

You'll partner closely with regional leadership, onboarding, support, and GTM teams to ensure customers in Iberia achieve value quickly, adopt the right workflows, and expand their use of Wati over time.

📌 Note: Please submit applications in English only.

What you will Do

• Take ownership of customer success in Portugal and Spain, including onboarding alignment, adoption, retention, and expansion
• Establish the first structured CS rhythm for Iberia: touchpoints, segmentation, playbooks, and customer 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: stakeholder mapping, success plans, QBRs, risk mitigation, and expansion
• Manage a high-volume base through scalable programs (One-to-Many), especially for onboarding and activation.
• Identify churn risk signals and proactively act on them using health scoring, usage trends, and engagement metrics
• Identify expansion opportunities (upgrades, add-ons, and broader adoption) and execute the right motion based on customer segment
• Promote best practices around WhatsApp Business API setup, templates, messaging compliance, automation, and operational workflows
• Help define Iberia segmentation, ICP learnings, and customer journey improvements

Collaborate with marketing and sales as the region grows, ensuring new customers enter with correct expectations and smooth handoffs

Key Metrics

• Net New MRR for Iberia
• Activation
• Churn 90 days
• Forecast accuracy and CRM data quality
• Engagement performance of One-to-Many initiatives (attendance, completion, activation lifts)