Customer Success Manager

Wati is a growing SaaS platform that provides end-to-end WhatsApp API solutions for SMBs and large enterprises. We aim to simplify business communication, helping businesses meet their customers where they are - WhatsApp.

Backed by global investors such as Sequoia, DST Global, and Tiger Global, we're Shopify's first investment in a startup in Asia.

Headquartered in Hong Kong and trusted by 8000+ customers across 100+ countries. We're a rapidly expanding team filled with talented people from around the globe.

We are growing fast, and we are now looking for an Customer Success Manager to join the Greater China Region team. As a Customer Success Manager, you will play a critical role in ensuring the long-term success and satisfaction of our customers. Your mission will be to drive customer adoption, retention, and expansion by being a trusted advisor and strategic partner.

• Own a portfolio of high-value clients and build strong, lasting relationships with decision-makers and stakeholders.
• Lead quarterly business reviews (QBRs) and regular check-ins to understand client goals, review product usage, and identify success opportunities.
• Drive renewals by proactively managing contract timelines and ensuring customer satisfaction and ROI.
• Identify and execute expansion opportunities by aligning Wati’s offerings with evolving customer needs.
• Provide actionable insights and benchmarking data to help clients evaluate their performance, uncover opportunities, and guide strategic decisions.
• Be the customer’s advocate within Wati—working closely with product, support, and onboarding teams to ensure customer feedback is heard and acted upon.
• Educate clients on new features, best practices, and use cases to maximize product adoption and success.
• Maintain accurate customer health scores, renewal and expansion forecasts, and activity tracking in CRM tools.
• Support new initiatives and contribute to building scalable success playbooks and processes.
  

• 6+ years of experience in customer success, account management, or consulting roles in SaaS or tech companies.
• Proven track record of managing customer relationships, driving renewals, and expanding accounts.
• Strong business acumen with the ability to understand client objectives and translate them into actionable plans.
• Excellent communication and presentation skills, with experience leading business reviews and executive-level conversations.
• Highly organized with a proactive and consultative approach to customer engagement.
• A growth mindset, collaborative nature, and a genuine passion for helping customers succeed.
• Proficiency in Cantonese, English, and Mandarin
• Experience working with Shopify merchants, WhatsApp Business API, or CRM/MarTech tools would be an added advantage.

• Be part of a fast-paced, global team shaping the future of conversational commerce.
• Work with talented teammates across continents who value transparency, curiosity, and customer obsession.
• Opportunity to grow with the company and take on increasing responsibility as we scale.