Customer Success Manager - Iberia (Portugal & Spain)

Wati
Portugal, Spain
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Empathy","Operational discipline","Commercial mindset","Proactive","Strong communication","Data-driven decision-making","Organization"]

Own customer success for customers across Portugal and Spain, building structured CS motions from onboarding through activation, retention, and expansion. Create CS rhythms, segmentation, playbooks, and communication standards while managing a blended portfolio of high-touch and scaled one-to-many programs. Use data and health scoring to prevent churn, identify expansion opportunities, and share customer insights with onboarding, support, marketing, and GTM teams to drive Net New MRR and activation outcomes.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Wati
Wati
1 month ago

Customer Success Manager - Iberia (Portugal & Spain)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Own customer success for customers across Portugal and Spain, building structured CS motions from onboarding through activation, retention, and expansion. Create CS rhythms, segmentation, playbooks, and communication standards while managing a blended portfolio of high-touch and scaled one-to-many programs. Use data and health scoring to prevent churn, identify expansion opportunities, and share customer insights with onboarding, support, marketing, and GTM teams to drive Net New MRR and activation outcomes.
Location: Portugal, Spain
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Take ownership of customer success in Portugal and Spain, including onboarding alignment, adoption, retention, and expansion.
  • •Establish the first structured CS rhythm for Iberia, including touchpoints, segmentation, playbooks, and customer communication standards.
  • •Act as the internal voice of Iberia customers by sharing insights and product feedback with cross-functional teams.
  • •Manage strategic accounts via 1:1 success plans, QBRs, risk mitigation, and expansion motions.
  • •Run scaled One-to-Many programs, monitor churn risk using health scoring and engagement metrics, and drive upgrades/add-ons based on customer segment.

Key Requirements

  • •Fluent in Portuguese and Spanish, with English required for internal communication.
  • •4+ years of experience in Customer Success in a SaaS/tech environment.
  • •Strong understanding of the customer lifecycle (onboarding, adoption, retention, expansion).
  • •Hands-on experience with scaled One-to-Many programs and 1:1 strategic account management.
  • •Data-driven, with ability to interpret usage trends and take action, plus knowledge of WhatsApp Business API/messaging automation and conversational platforms.
Experience:SaaSTech
Skills:EmpathyOperational disciplineCommercial mindsetProactiveStrong communicationData-driven decision-makingOrganization
Languages:PortugueseSpanishEnglish
Tech Stack:WhatsApp Business APIMessaging automationNo-code automationAI agentsCRMWhatsAppConversational platformsAstra

Company Brief

Wati
Provides a WhatsApp-based customer engagement platform that helps businesses manage sales, support, and marketing conversations in one shared inbox. The product includes automation, broadcasts, chatbots, and team collaboration tools for messaging-led workflows.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Hong Kong, Hong Kong
Founded: 2018
WebsiteLinkedIn