Customer Success Manager

Wati; Kuala Lumpur; On-site; MYR 70,000 - 100,000; Full time

Job summary

A leading conversational commerce platform in Kuala Lumpur seeks a Customer Success Manager to enhance client relationships and drive customer satisfaction. The role emphasizes proactive engagement and expansion opportunities, requiring over 6 years of SaaS experience and excellent communication skills. Candidates should be fluent in English with a preference for Malay, Mandarin, and Cantonese proficiency.

Benefits

Fast-paced global team

Opportunities for career growth

Qualifications

• 6+ years of experience in customer success, account management, or consulting roles in SaaS or tech companies.
• Proven track record of managing customer relationships and driving renewals.
• Highly organized with a proactive approach to customer engagement.

Responsibilities

• Own a portfolio of high-value clients and build strong relationships.
• Lead quarterly business reviews to understand client goals.
• Drive renewals by managing contract timelines.

Skills

Customer relationship management

Driving renewals

Strategic planning

Excellent communication and presentation skills

Proficiency in English

Proficiency in Malay, Mandarin, and Cantonese

Tools

CRM tools (HubSpot, Salesforce)

Job description

Overview

Wati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth. Trusted and loved by over 14,000 customers across 100+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect with customers on their platform of choice. In a world where real-time interactions drive growth, Wati's story is all about business growth through conversations. At Wati, we believe that every conversation matters, whether it's engaging a first-time prospect, nurturing a qualified lead, or deepening relationships with loyal clients. We transform these conversations into opportunities for building relationships, and strong relationships lead to increased revenue.

The Platform and Backing

The AI-native platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises.

Wati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence.

What You'll Be Doing

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.

Key Responsibilities

• 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

Requirements

• 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
• Excellent communication skills in English; proficiency in Malay, Mandarin and Cantonese is highly preferred
• Experience using CRM tools (HubSpot, Salesforce, etc.)

Nice to Have

• Experience working with Shopify merchants, WhatsApp Business API, or CRM/MarTech tools
• Worked in the SaaS industry before, including with our competitors

Why Join Us?

• 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