Team Lead, Customer Success

About Wati

Wati began in 2020 as a shared inbox for WhatsApp and has since grown into an AI-driven customer engagement platform built for businesses that sell, support, and expand through conversations. The platform helps teams interpret customer intent in real time, choose the next best revenue action, and carry it out across channels such as WhatsApp, Instagram, Facebook, TikTok, SMS, and others.

More than 16,000 customers in over 190 countries use Wati to streamline complex business conversations with a unified inbox, no-code automation, and Wati AI, including AI Copilot, Astra AI Agent, and the option to connect custom LLMs or AI tools. The company is backed by Tiger Global, Sequoia Capital, DST Global, and Shopify, and is recognized as a Premium Partner of Meta and Google.

Wati positions itself as an AI-powered customer engagement platform focused on revenue growth.

About the Role

Wati is hiring a Team Lead, Customer Success for Strategic Accounts to guide and strengthen the Strategic Customer Success function across Brazil, LATAM, and Iberia. The position covers the full customer lifecycle for strategic accounts, from onboarding and adoption to retention and expansion.

The person in this role will directly lead and develop both Onboarding Customer Success Managers and Strategic Customer Success Managers, helping customers realize value quickly while fostering long-term relationships that support retention and growth. The role blends customer-facing leadership with people management, with responsibility for coaching teams, handling complex customer situations, raising execution quality, and improving operational effectiveness throughout the strategic customer journey.

You will work closely with the Customer Success Manager to scale best practices, strengthen talent, and support the continued growth of Customer Success across Brazil, LATAM, and Iberia.

Key Responsibilities

• Take ownership of the strategic customer journey across onboarding, adoption, retention, and expansion.
• Make sure onboarding and ongoing customer success activities transition smoothly and stay aligned.
• Improve time-to-value and help customers activate successfully and quickly.
• Set and maintain consistent service standards for all strategic accounts.
• Spot opportunities to improve lifecycle management and operating efficiency.
• Coach, guide, and support Strategic Customer Success Managers as well as Onboarding Customer Success Managers.
• Work with Sales to improve customer handoffs and set clear expectations during the buying process.

Requirements

• Fluency in Portuguese and Spanish is required, and English is needed for internal communication.
• At least 4 years of experience in Customer Success, Account Management, Onboarding, or a similar customer-facing role.
• At least 2 years of experience leading Customer Success teams in a SaaS environment.
• Demonstrated success in managing strategic customer relationships.
• Experience managing lifecycle programs covering onboarding, adoption, retention, and expansion.
• Strong ability to coach, mentor, and develop people.
• Track record of improving revenue retention and expansion results.
• Excellent skills in stakeholder management and executive-level communication.
• Data-oriented mindset with the ability to turn insights into practical action plans.
• Strong organization and problem-solving ability.
• Ability to influence cross-functional teams and drive follow-through.

Ideal Profile

You are a customer-focused leader who enjoys developing people, building scalable processes, and owning the full customer journey. You should be comfortable managing both onboarding and post-sales customer success work, balancing operational rigor with strategic account management. This role suits someone who performs well in fast-moving SaaS environments and is motivated by helping teams deliver strong customer experiences from implementation through long-term growth.