Scaled Customer Success Manager (Sr. CSM)

Wati is a rapidly growing CPaaS (Communication Platform as a Service) that offers innovative business messaging solutions for both SMBs and large enterprises. Our mission is to simplify business communication, starting with WhatsApp.

Backed by global investors Sequoia, DST Global, and Tiger Global, we proudly stand as Shopify’s first investment in Asia. Additionally, we’re one of the industry's top Meta BSPs (Business Solution Providers).

We serve 12000+ customers across 100+ countries. As a remote-first company, we prioritize adaptability and inclusivity. Our talented team spans the globe, working collaboratively to drive innovation and empower businesses through WhatsApp.

As we grow, we’re seeking a Scaled Customer Success Manager to drive retention, adoption, and satisfaction across a high-volume customer base using scalable strategies.

Role Overview

The Scaled CSM will manage a large portfolio of SMB customers, leveraging automation, data-driven insights, and scalable touchpoints to ensure customers achieve their goals with Wati.io. This role focuses on maximizing product adoption, reducing churn, and fostering loyalty through efficient, repeatable processes rather than one-to-one engagement. This role will cover India/EMEA markets.

Key Roles & Responsibilities

• Scaled Customer Success: Segment accounts, automate health monitoring, and trigger workflows for at-risk customers.
• Education: Deliver self-service resources (video tutorials, email sequences) and host monthly group training.
• Retention & Growth: Identify upsell opportunities trend via product usage/NPS analysis; collaborate with Account Manager on renewals.
• Cross-Team Collaboration: Partner with Product/Support to resolve systemic issues and advocate for customer needs.
• Process Optimization: Build playbooks for onboarding/renewals; implement AI tools (chatbots, CRM workflows)

Success Metrics

• Portfolio net revenue retention (NRR >100%).
• Increase core feature adoption
• Improve efficiency by reducing 1-1 touchpoints through scalable campaigns.
• Innovation: Launch 1-2 new scalable initiatives per quarter

• Experience: 5-7 years in customer success, account management, or SaaS, with a focus on high-volume/tech-touch models.
• Technical Aptitude: Proficiency in CRM systems (HubSpot, Vitally), analytics tools (Looker, Heap), and collaboration software (Intercom).
• Analytical Mindset: Ability to interpret data (usage metrics, churn drivers) and prioritize actions.
• Product Knowledge: Familiarity with WhatsApp Business API, chatbots, or omni channel platforms (preferred).
• Adaptability: Thrives in fast-paced environments with a bias for automation and process efficiency.