Customer Success Manager - SEA

Wati Dot I O; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Wati is seeking a Scaled Customer Success Manager based in Malaysia to manage a large SMB portfolio across Malaysia, Singapore and Indonesia. You will drive activation, product adoption, expansion and renewals through scalable processes rather than solely 1:1 engagement.

Responsibilities include designing scalable onboarding, automating workflows, creating training materials, and identifying upsell opportunities while collaborating with Support, Product and Marketing to address customer needs.

Qualifications

• 3+ years of work experience in client accounts management, consulting, or project management roles.
• Strong business acumen with the ability to translate client objectives into actionable plans.
• Excellent communication and presentation skills.
• Proficient in English and Indonesian Bahasa.

Responsibilities

• Drive scalable initiatives to segment customers and automate workflows to improve activation in the first 30 days and minimize churn.
• Nurture customers for deeper feature adoption and build case studies.
• Create education materials (WhatsApp and email drips, step-by-step guides in text and video) and host weekly group training calls.
• Onboard selected clients including initial setup around Meta and Wati.
• Identify expansion/upgrade opportunities by aligning offerings with evolving customer needs and close deals.
• Collaborate with cross-functional teams to resolve issues and translate customer feedback into feature requests.

Skills

Client account management

Consulting

Project management

English

Indonesian

Job description

About Wati

Started as a WhatsApp team inbox in 2020, Wati has evolved into an AI-powered customer engagement platform that goes beyond a single channel. Designed for businesses that sell, support, and grow through conversations, Wati observes customer intent in real time, decides the next best revenue action, and executes it across marketing, sales, and support — on WhatsApp, Instagram, Facebook, TikTok, SMS, and more.

Trusted by over 16,000 customers across 190+ countries, Wati simplifies complex operations and business conversations with a unified inbox, no-code automation, and our intelligent AI layer, Astra.

Proudly backed by Tiger Global, Sequoia Capital, DST Global, and Shopify, and recognised as a Premium Partner of Meta and Google.

Wati, the AI-Powered Customer Engagement Platform for Revenue Grow.

What You’ll Be Doing

As a Scaled CSM, you will be responsible for a large portfolio of SMB customers across Malaysia, Singapore & Indonesia markets. The role is based in Malaysia.

You will focus on customer activation, product adoption, expansion & renewals, through scalable processes instead of only 1:1 engagement.

Key Responsibilities

• Drive & test on scalable initiatives to segment customers, automate workflows to improve first 30 days activation & minimize churn.
• Nurture customers for deeper features adoption to build case studies.
• Creating education materials (WhatsApp &/ email drips, document step-by-step user guides in text & video) & host weekly group training calls with follow ups.
• Handle selected clients onboarding including initial setup around Meta and Wati
• Identify expansion/upgrade opportunities by aligning Wati’s offerings with evolving customer needs & close the deals.
• Collaborate with cross teams e.g. Support, Product, Marketing to resolve day to day issues and translate customer voices into feature asks.

Requirements

What We’re Looking For

• A problem solver who is independent, persistent, eager to learn & comfortable with changes.
• 3+ years of work experience in clients accounts management/ consulting/ project management roles.
• Strong business acumen with the ability to understand client objectives and translate them into actionable plans.
• Excellent communication and presentation skills.
• Proficient in English & Indonesian Bahasa.

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.