Senior Customer Success Manager

Summary

Join Wati, a rapidly growing CPaaS company, as a Scaled Customer Success Manager! You will manage a large portfolio of SMB customers, focusing on retention, adoption, and satisfaction using scalable strategies and automation. This role emphasizes maximizing product adoption, reducing churn, and fostering loyalty through efficient processes. You will leverage data-driven insights and collaborate with various teams. The position requires 5-7 years of experience in customer success or a related field, proficiency in CRM and analytics tools, and a strong analytical mindset. This role is based in India/EMEA markets and is remote.

Requirements

• 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
• Adaptability: Thrives in fast-paced environments with a bias for automation and process efficiency

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)

Preferred Qualifications

Product Knowledge: Familiarity with WhatsApp Business API, chatbots, or omni channel platforms