Customer Success Manager - LATAM (One-to-Many)
Core
Managing a high-volume portfolio of SMB and enterprise customers via One-to-Many engagement strategies, including webinars, group Q&A, and automated campaigns to drive product adoption, retention, and expansion.
Role type
Customer Success Manager (One-to-Many / Community Lead)
Builds
Scalable customer education programs, WhatsApp Communities, and self-service enablement content (videos, guides, playbooks).
Domain
SaaS / Conversational Marketing / WhatsApp Business API
Deliverable
product features
Required skills
One-to-Many program management, data analysis for churn/adoption, content creation for education, community building, workflow optimization, SaaS onboarding support
Preferred skills
WhatsApp Business API expertise, certification program design, community engagement strategy
Technologies
HubSpot, Google Sheets, Notion, Zapier, WhatsApp Business API
Responsibilities
Design and deliver One-to-Many engagement strategies (webinars, campaigns), lead creation of a WhatsApp Community (Portuguese & Spanish), build and maintain WATI Certification Program, analyze product usage trends and churn signals, handle upgrade/cancellation requests per playbooks, provide initial support via WhatsApp for deflection
Seniority
Mid-level, hands-on IC