Iberia Customer Success Lead (Portugal & Spain)

WhatsApp Team Inbox; España; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Wati in Spain is seeking a Customer Success Manager for Iberia (Portugal & Spain) to build and scale the Iberian customer journey, from onboarding to expansion. You will own relationships with Portuguese and Spanish customers and collaborate with regional leadership, onboarding, support, and GTM teams to drive value quickly.

Ideal candidates have 4+ years in SaaS customer success, strong data instincts, and hands-on experience with One-to-Many programs and 1:1 account management.

Formación

• Fluent in Portuguese and Spanish; English required for internal communication.
• 4+ years of Customer Success experience in SaaS/tech.
• Strong understanding of the full customer lifecycle: onboarding to expansion.
• Hands-on experience with scaled CS programs (One-to-Many) and 1:1 account management.
• Data-driven mindset with ability to derive insights from usage trends.
• Excellent written and verbal communication; organized and proactive.
• Knowledge of WhatsApp Business API or messaging platforms.
• Familiarity with Iberia market dynamics (Portugal and Spain).
• Exposure to AI/automation products and positioning.
• Strategic thinker able to map stakeholder needs and drive adoption.

Responsabilidades

• Take ownership of customer success in Portugal and Spain, including onboarding alignment, adoption, retention, and expansion.
• Establish the first structured CS rhythm for Iberia: touchpoints, segmentation, playbooks, and customer communication standards.
• Act as the internal voice of Iberia customers, sharing insights and product feedback with cross‑functional teams.
• Manage strategic accounts with a 1:1 approach: stakeholder mapping, success plans, QBRs, risk mitigation, and expansion.
• Manage a high‑volume base through scalable programs (One‑to‑Many), especially for onboarding and activation.
• Identify churn risk signals and proactively act on them using health scoring, usage trends, and engagement metrics.
• Identify expansion opportunities (upgrades, add‑ons, and broader adoption) and execute the right motion.
• Promote best practices around WhatsApp Business API setup, templates, messaging compliance, automation, and operational workflows.
• Help define Iberia segmentation, ICP learnings, and customer journey improvements.
• Collaborate with marketing and sales as the region grows, ensuring new customers enter with correct expectations and smooth handoffs.

Conocimientos

Portuguese & Spanish

English proficiency

SaaS Customer Success

Lifecycle management

One-to-Many programs

Data-driven mindset

Communication skills

Organized & proactive

WhatsApp Business API

Iberia market knowledge

AI/automation experience

Iberia CS ownership

Retention & expansion focus

Descripción del empleo

Wati in Spain is seeking a Customer Success Manager for Iberia (Portugal & Spain) to build and scale the Iberian customer journey, from onboarding to expansion. You will own relationships with Portuguese and Spanish customers and collaborate with regional leadership, onboarding, support, and GTM teams to drive value quickly.

Ideal candidates have 4+ years in SaaS customer success, strong data instincts, and hands-on experience with One-to-Many programs and 1:1 account management.