Team Lead, Customer Success

About the role

Wati is seeking a Team Lead for its Strategic Customer Success organization covering Brazil, LATAM, and Iberia. You will own the end‑to‑end journey of strategic accounts, from onboarding through adoption, retention, and expansion, ensuring customers quickly realize value and build long‑term partnerships.

Key responsibilities

• Lead the strategic customer journey across onboarding, adoption, retention, and expansion.
• Ensure seamless handoffs between onboarding and ongoing Customer Success teams.
• Drive faster time‑to‑value and successful customer activation.
• Establish consistent experience standards for all strategic accounts.
• Identify and implement improvements in lifecycle management and operational efficiency.
• Coach, mentor, and support Strategic and Onboarding Customer Success Managers.
• Collaborate with Sales to improve handoffs and set expectations during the buying process.

Required profile

• Customer‑centric leader with a passion for developing people and scalable processes.
• Experience managing both onboarding and post‑sales customer success functions.
• Proven ability to balance operational excellence with strategic account management.
• Thrives in fast‑paced SaaS environments.

Required skills

What we offer

• Opportunity to shape the strategic Customer Success function across multiple regions.
• Collaboration with a high‑growth AI‑powered platform backed by leading investors.
• Leadership role with direct impact on revenue growth and customer satisfaction.