Senior Customer Success Manager

July 27

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WATI

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Multi-Agent WhatsApp Customer Support Tool & No Code Chatbot Builder

Messaging • Communication • Customer Support • Chatbot • WhatsApp API

11 - 50

Description

• 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. • Identify accounts based on customer’s health score and plan necessary interventions to drive retention and growth • Build and maintain strong, long-lasting relationships with customers, acting as a trusted advisor and advocate for their needs within the company. • Develop and execute customer success plans that outline key milestones, deliverables, and success metrics to ensure customers achieve their desired outcomes. • Monitor and analyze customer usage data to identify trends and areas for improvement. Provide insights and recommendations to help customers fully leverage our products. • Proactively identify and resolve customer issues, coordinating with internal teams to ensure timely and effective solutions. • Drive customer renewals and retention by demonstrating the ongoing value of our solutions and addressing any concerns or challenges. • Gather and communicate customer feedback to relevant teams to inform product development and improve overall customer experience. • Identify and nurture opportunities for account expansion and upsell, collaborating with sales and marketing teams to drive growth.

Requirements

• Bachelor’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, Strong customer orientation with a proven ability to build and maintain customer relationships. • Excellent verbal and written communication skills, with the ability to effectively convey complex concepts to a diverse audience. • Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically. • Comfortable with technology and able to quickly learn new tools and systems. Experience with CRM software and customer success platforms is a plus. • 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. • Strong verbal and written communications skills in Portuguese and Spanish is required