Customer Success Manager

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 has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect with customers on their platform of choice.In a world where real-time interactions drive growth, Wati's story is all about business growth through conversations. At Wati, we believe that every conversation matters, whether it's engaging a first-time prospect, nurturing a qualified lead, or deepening relationships with loyal clients. We transform these conversations into opportunities for building relationships, and strong relationships lead to increased revenue.Our Platform The AI-native platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises.Our Backing & Partnerships Wati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence.WATI is leading the next paradigm shift in CPaaS computing and is looking for a dynamic and experienced Customer Success Manager to join our team. The ideal candidate will have a passion for building strong relationships with customers, a deep understanding of customer needs, and a proven track record of driving customer satisfaction and retention. As a Customer Success Manager, you will be the primary point of contact for our customers, helping them to achieve their goals and maximize the value of our solutions.Key Responsibilities:Customer Onboarding and Training: Guide new customers through the onboarding process, ensuring a smooth and efficient transition to our products and services. Provide training and resources to help customers effectively utilize our solutions.Relationship Management: Build and maintain strong, long-lasting relationships with customers, acting as a trusted advisor and advocate for their needs within the company.Customer Success Planning: Develop and execute customer success plans that outline key milestones, deliverables, and success metrics to ensure customers achieve their desired outcomes.Product Adoption and Utilization: Monitor and analyze customer usage data to identify trends and areas for improvement. Provide insights and recommendations to help customers fully leverage our products.Issue Resolution: Proactively identify and resolve customer issues, coordinating with internal teams to ensure timely and effective solutions.Renewals and Retention: Drive customer renewals and retention by demonstrating the ongoing value of our solutions and addressing any concerns or challenges.Customer Feedback: Gather and communicate customer feedback to relevant teams to inform product development and improve overall customer experience.Advocacy and Growth: Identify and nurture opportunities for account expansion and upsell, collaborating with sales and marketing teams to drive growth.RequirementsBachelor's degree in Business, Marketing, or a related field. Advanced degrees or relevant certifications are a plus.5-8 years of experience in customer success, account management, or a related role, preferably within B2B SaaS industry. Excellent verbal and written communication skills, with the ability to effectively convey complex concepts to a diverse audience.Comfortable with technology and able to quickly learn new tools and systems. Experience with CRM software and customer success platforms is a plus.Strong customer orientation with a proven ability to build and maintain customer relationships.Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically.Ability to work collaboratively with cross-functional teams, including sales, marketing, product, and support.Demonstrated track record of achieving customer satisfaction, retention, and growth targets.Note - Shift time - EMEA