Account Manager - Digital

Wati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.Trusted and loved by over 14,000 customers across 100+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect with customers on their platform of choice.In a world where real-time interactions drive growth, Wati's story is all about business growth through conversations.
At Wati, we believe that every conversation matters, whether it's engaging a first-time prospect, nurturing a qualified lead, or deepening relationships with loyal clients. We transform these conversations into opportunities for building relationships, and strong relationships lead to increased revenue.

Our Platform
The AI-native platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises.

Our Backing & Partnerships
Wati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence.

Role Overview:

We’re seeking a proactive Digital Account Manager to manage and grow our long-tail customer segment using a digital-first, low-touch engagement model. You’ll drive retention, and expansion across a large portfolio of SaaS accounts, helping customers succeed at scale.

Key Responsibilities:

• Manage a large volume of SMB/long-tail accounts through digital channels.
• Identify upsell/cross-sell opportunities and convert them.
• Collaborate on scalable playbooks and lifecycle programs.
• Act as the voice of the customer to inform product and support teams.
  

KPIs:

• Net Revenue Retention (NRR) and churn rate
• Expansion revenue (upsell/cross-sell)
• Operational efficiency (accounts managed per CSM, SLA adherence)

Requirements

• 2–4 years in Account Management or Customer Success (SaaS preferred)
• Experience with digital success tools (e.g., Vitally, Intercom, Heap)
• Strong communication and analytical skills
• Comfortable managing large-scale portfolios using automation
• Familiarity with CRM/CSM platforms (e.g HubSpot)