Erica Wathen

About Erica Wathen

I am a Staff Customer Success Executive with over eight years of experience leading strategic, enterprise-level customer success initiatives within complex SaaS environments. I manage portfolios of some of the largest enterprise customers globally, focusing on early value realization, long-term partnership, and sustained revenue growth through renewals & expansion.I specialize in navigating complex organizations to identify and engage executive stakeholders, building trusted relationships that align customer business objectives with technology adoption and measurable outcomes. I develop and own strategic success plans grounded in customer priorities and use cases, delivering them through proactive engagement, high accountability, & a strong focus on value realization.I lead customer facing engagements including Executive Briefings, Quarterly Business Reviews, best-practice sessions, and ongoing strategic touch points to drive alignment, adoption, and executive confidence. I proactively identify and mitigate renewal and relationship risk, serving as the primary escalation point and driving timely resolution across internal teams.Acting as the voice of the customer, I partner cross-functionally with Product, Engineering, Professional Services, Sales, Marketing, & Support to advocate for customer needs and influence roadmap and service delivery. I closely monitor customer health through usage data, value confirmation, and customer feedback to ensure continued success and advocacy.

Experience

1. Staff Customer Success Executive

   Splunk

   May 2025 — Present · Tampa, FL, US

   Staff Customer Success Executive partnering with Splunk\'s most strategic enterprise customers in cybersecurity, IT operations, and observability to deliver high-value outcomes, renewals, and expansion. I collaborate with regional sales managers, technical account managers, and client architects to develop adoption strategies and enterprise success plans/roadmaps. I excel in fast-paced environments, building C-suite relationships and technical champions while articulating Splunk\'s value differentiators to captivate existing use cases and uncover new opportunities.I drive deep customer ecosystem engagement across all levels from product owners to executives, establishing programmatic, milestone-based plans for clear outcomes. I proactively identify adoption obstacles, applying creative solutions to overcome scale challenges and stretch technology boundaries. I consistently advocate for and secure executive dedication on both vendor and customer sides.Key Responsibilities:Partner with sales, TAMs, and architects to craft strategic adoption strategies and Splunk roadmaps for full product value realizationDevelop/maintain deep understanding of customer value drivers and priorities to build champions across personasArticulate Splunk solution differentiators, expanding use cases and growing accounts through captivating storytellingBuild/deliver executive-level Quarterly Business Reviews showcasing progress, ROI, & next stepsLead collaborative customer ecosystems in dynamic settings, from technical teams to C-suite leadersTake programmatic approach to define outcomes, milestones, and adaptive plans for technology-driven business results

Education

• University of Southern Indiana

  Master of Business Administration (MBA), Business Administration and Management, General

• University of Southern Indiana

  Bachelor's Degree, Health Services, Healthcare Marketing