Strategic CSM: Drive Adoption & Growth in SaaS

WATI.io; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Wati is the world’s leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth. We partner with 14,000+ customers across 100+ countries to turn conversations into opportunities.

This role focuses on driving adoption, retention, and expansion through trusted advisory support. The Customer Success Manager will own high-value client relationships, lead quarterly business reviews, and align Wati’s offerings with

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, driving renewals, and expanding accounts.
• Strong business acumen with 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.)

Responsibilities

• Own a portfolio of high-value clients and build strong relationships with decision-makers and stakeholders.
• Lead quarterly business reviews (QBRs) and regular check-ins to understand client goals, review product usage, and identify 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 performance and guide decisions.
• Be the customer’s advocate within Wati—work with product, support, and onboarding teams to capture feedback.
• Educate clients on new features, best practices, and use cases to maximize product adoption.
• Maintain accurate customer health scores, renewal forecasts, and activity tracking in CRM.

Skills

Customer success

Account management

Consulting

Communication

Organization

Tools

HubSpot

Salesforce

Job description

Wati is the world’s leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth. We partner with 14,000+ customers across 100+ countries to turn conversations into opportunities.

This role focuses on driving adoption, retention, and expansion through trusted advisory support. The Customer Success Manager will own high-value client relationships, lead quarterly business reviews, and align Wati’s offerings with