Customer Success Manager-shenzhen

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.

You will be responsible for:

As a Scale Customer Success Manager, you will be responsible for managing a large number of SMB customers in the China market. This role is based in Shenzhen, China.

You will drive customers through product activation, deepen product usage, and achieve renewals and upsells through scalable customer success programs and standardized processes. At the same time, you will provide targeted one-on-one support for key accounts and empower channel partners to enhance their customer service capabilities.

Key Responsibilities

• Design, execute, and continuously optimize scalable customer success programs, including customer segmentation and automated operation processes, to improve customer activation rates in the first 30 days and reduce churn.
• Drive customers to deeply use various Wati features, identify best practices, and distill successful experiences into reusable customer case studies.
• Create Chinese customer education materials, including new customer onboarding messages, email content, illustrated operation guides, and instructional videos, and regularly organize online group training and follow-up.
• Handle the onboarding and launch of selected key accounts, including basic setup of Meta and Wati accounts.
• Provide one-on-one guidance for customers who need additional support during onboarding, product usage, or business expansion stages.
• Deeply understand customers' evolving business needs, identify upgrade and upsell opportunities, and recommend suitable Wati solutions.
• Manage commercial communications for assigned customers, and drive and close upsell and expansion opportunities.
• Continuously collect and analyze customer issues and reasonable requests encountered during product usage, distill common pain points and improvement suggestions, provide timely feedback to the product and R&D teams, and follow up on issue resolution and requirement closure.
• Provide product training, methodological guidance, and daily empowerment to channel partners' customer success teams, helping partners improve their capabilities in customer onboarding, product usage, issue handling, renewals, and customer growth.
• Work closely with customer service, product, R&D, marketing, and other internal teams to drive timely resolution of customer issues and cross-team matters.
• Maintain customer interaction records, customer health, renewal, and upsell forecasts in the CRM system in a timely and accurate manner.
• Develop a deep understanding of Chinese SMB customers, especially overseas-oriented enterprises that use WhatsApp and other international communication channels to serve overseas customers.

• Strong problem-solving skills and ability to work independently; resilient, willing to continuously learn, and able to adapt to a fast-changing work environment.
• 3+ years of experience in customer success, account management, consulting, or project management.
• Experience in customer service for the China market; background in B2B SaaS, technology, e-commerce, cross-border business, or digital marketing is preferred.
• Experience in channel partner management, channel customer success, or channel enablement is preferred.
• Good business acumen, able to understand customer goals and translate them into actionable product usage and business growth plans.
• Good commercial sensitivity, able to identify and drive upsell, upgrade, or customer expansion opportunities.
• Excellent communication, training, and presentation skills, able to clearly explain products and best practices to customers and channel partners.
• Fluent in spoken and written Mandarin, with English communication skills sufficient for daily work.
• Experience managing a large number of SMB customers through standardized, automated, or digital approaches is preferred.
• Familiarity with HubSpot, Salesforce, Zendesk, or similar CRM and customer success management tools is preferred.

Join Wati and you will enjoy:

• Join a fast-growing global team and jointly drive innovation and development in the AI customer engagement space.
• Collaborate with outstanding colleagues from different countries and markets; we value transparent communication, curiosity, and customer orientation.
• Help Chinese enterprises efficiently reach overseas customers and improve their international customer communication and business growth capabilities.
• Grow together with the company and take on broader responsibilities as the China business expands.