Iberia CS Manager: Scale Onboarding & Growth

WATI.io; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

First Iberia CS owner role

High-impact regional projects

Global team exposure

Job summary

WATI.io in the United States is seeking a Customer Success Manager to own and scale Iberia (Portugal & Spain) customer journeys. You will manage onboarding, adoption, retention, and expansion for Portuguese and Spanish clients, building structured CS rhythms and cross-functional collaboration.

Ideal candidates bring 4+ years in SaaS CS, fluency in Portuguese and Spanish, and a data-driven, customer-first mindset with strong communication skills.

Qualifications

• Fluent in Portuguese and Spanish; English for internal comms.
• 4+ years of Customer Success experience in SaaS/tech.
• Strong understanding of full customer lifecycle: onboarding to expansion.
• Experience with scaled CS programs and 1:1 account management.
• Data-driven mindset; interpret usage trends and act on insights.
• Strong written and verbal communication for customer education and follow-ups.

Responsibilities

• Take ownership of CS in Portugal and Spain, including onboarding alignment, adoption, retention, and expansion.
• Establish first structured Iberia CS rhythm: touchpoints, segmentation, playbooks, communication standards.
• Act as internal voice for Iberia customers; share insights with cross-functional teams.
• Manage strategic accounts with 1:1 approach: mapping, success plans, QBRs, risk mitigation, expansion.
• Manage high-volume base through scalable One-to-Many programs for onboarding and activation.
• Identify churn risks via health scoring and engagement metrics; act proactively.
• Identify expansion opportunities and execute appropriate motions for customer segments.
• Promote best practices around WhatsApp Business API setup and messaging automation.
• Help define Iberia segmentation, ICP learnings, and journey improvements.
• Collaborate with marketing and sales as region grows for smooth onboarding and handoffs.

Skills

Portuguese & Spanish fluency

4+ years SaaS CS experience

Data-driven mindset

Excellent communication

Organized & proactive

WhatsApp Business API knowledge

AI/automation familiarity

Iberia market knowledge

Job description

WATI.io in the United States is seeking a Customer Success Manager to own and scale Iberia (Portugal & Spain) customer journeys. You will manage onboarding, adoption, retention, and expansion for Portuguese and Spanish clients, building structured CS rhythms and cross-functional collaboration.

Ideal candidates bring 4+ years in SaaS CS, fluency in Portuguese and Spanish, and a data-driven, customer-first mindset with strong communication skills.