Strategic Customer Success Manager

About Watchful

Watchful’s Competitive Data Platform revolutionizes the way teams can access, consume & act on digital competitive intelligence data. Watchful has developed the industry’s most-advanced competitive intelligence solution, providing unprecedented and up-to-date access to competitive data, eliminating the need for traditional manual, sporadic and expensive data collection. The result is a modern, reliable and scalable solution that enables customers to become data-driven, reduce costs and fuel growth.

Founded late 2018, Watchful is serving several Fortune 500 companies

About This Position

The Strategic Customer Success Manager (CSM) partners closely with executive leadership, Sales and Product teams to ensure Watchful's top-tier, enterprise customers achieve a significant return on investment and drive business success with our solutions.

With a focus on strategic enablement, the core function of this role is to provide best practices & synthesized, competitive insights to help drive user behavior and adoption in product as well as map Watchful’s solutions to existing customer workflows.

You will become a trusted advisor to these customers, will deeply understand their business and their needs, and help them maximize the value they get from Watchful.

Relationships & Health

• Develop and maintain strong, multi-level relationships with F500 customers ensuring that Watchful's solutions support the ongoing needs and business objectives for each customer
• Support expansion of your accounts–identify opportunities, drive business outcomes, ensure customers are successful in partnership with the account team
• Act as a trusted advisor to the end-users and their management to drive product adoption

Enablement & Nurture:

• Work creatively & collaboratively with internal teams to identify repeatable strategies and playbooks designed to drive user engagement, product adoption, value realization and customer loyalty
• Piece together competitive discoveries to create a complete picture for customers. Communicate the learnings visually and coherently and look for opportunities to drive a wider impact cross-organization

Requirements

• 5+ years of experience in a client-facing role ideally customer success, managing relationships with large, global, and complex organizations, preferably working with a B2B SaaS product
• Be able to travel up to 20% of the time to customer meetings
• Strong track record working against growth and retention targets and hitting/surpassing those KPIs
• Excellent interpersonal skills with experience building authentic business relationships with C-Level and individual contributors alike, and dealing effectively with relational challenges as they come up
• Analytic chops, with a bias towards solving real-world, day-to-day challenges and an ability to make the most of imperfect data
• Proven ability to create, present & articulate strategic discoveries & trends to executive customers through compelling presentations and deliverables (QBRs, etc.)
• Ability to take initiative, manage time and prioritize competing demands
• Experience with Salesforce and customer success tools
• BS/BA degree from a 4 year college or university
• Native English speaker