Customer Success Manager

As a Customer Success Manager at Wati, your primary responsibilities include building lasting relationships with high-value clients, leading quarterly business reviews, managing contract timelines for renewals, and identifying expansion opportunities. You'll serve as an advocate for customers, ensuring that their feedback informs our product development while providing insights to help them achieve their goals.

To qualify for the Customer Success Manager position at Wati, candidates must have a minimum of 6 years of experience in customer success, account management, or consulting roles within SaaS or tech companies. Strong business acumen, excellent communication skills, and fluency in Cantonese, English, and Mandarin are essential. Familiarity with Shopify merchants and WhatsApp Business API is a plus.

Essential skills for a Customer Success Manager at Wati include strong communication and presentation abilities, the capacity to manage client relationships effectively, organizational skills, and a proactive, consultative approach to customer engagement. Candidates should also possess a growth mindset and a passion for helping customers succeed in their business goals.

At Wati, the growth potential for a Customer Success Manager is significant. The company is rapidly expanding, offering opportunities to take on increasing responsibilities and leadership roles as you demonstrate your skills and commitment to enhancing customer satisfaction and success.

Wati is unique because it is a fast-paced, global team that plays a pivotal role in shaping the future of conversational commerce. The company values transparency, curiosity, and a customer-obsessed culture, providing an empowering environment where a Customer Success Manager can thrive and make a real difference.

When answering this question, you should highlight specific strategies you've used in previous roles to manage customer relationships, ensure satisfaction, and drive renewals. Share examples that showcase your proactive approach and how you addressed customer needs to achieve a positive outcome.

To effectively answer, discuss your method for analyzing client usage data and gathering feedback during check-ins and business reviews. Illustrate how understanding their evolving needs can lead to opportunities for upselling or cross-selling additional features and products.

In response, explain your techniques for educating clients, such as conducting training sessions, preparing informational content, or offering personalized support. Emphasize the importance of clear communication and tailored resources to suit varying client needs.

When addressing this question, highlight your communication skills and conflict resolution strategies. Explain how you would listen actively, empathize with the client’s situation, and work collaboratively to find solutions that meet their needs while aligning with company policies.

Detail your preparation process which involves analyzing the client's usage data, setting specific agenda items, and formulating strategic insights to discuss. Stress the importance of tailoring discussions to each client’s unique goals and challenges for a more meaningful review.

Explain the various CRM tools you are familiar with and how you utilize them to maintain customer health scores. Discuss methods like customer surveys, usage metrics, and regular check-ins that help you gauge overall satisfaction and engagement.

Highlight your organizational skills and ability to adapt to changing priorities. Discuss using task management tools, setting clear objectives, and regularly reassessing priorities to ensure that urgent client needs are addressed promptly while not losing sight of long-term goals.

Provide a specific example from your background where you took proactive steps to address a client’s issues, revitalized the relationship, and ultimately achieved positive results. Focus on the actions you took, the challenges faced, and the successful outcome.

Discuss key performance indicators such as Net Promoter Score (NPS), customer satisfaction scores, churn rates, and product adoption rates. Explain how these metrics can inform your strategies and whether you’ve adjusted your approach based on insights.

Emphasize the importance of teamwork and clear communication when working with product, sales, and support teams. Discuss how you create mutual goals and share customer feedback, leading to improved product offerings and a better overall customer experience.