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Strategic Customer Success Manager

United States · Full-time

About The Position

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 in a visual and coherent manner and look for opportunities to drive a wider impact cross-organization

Requirements

  • 8+ 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

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