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Watershed is an enterprise sustainability platform helping companies measure, reduce, remove, and report emissions. The company serves major clients including Airbnb, Carlyle Group, FedEx, Visa, and Dr. Martens, with offices across San Francisco, New York, Denver, London, Paris, Berlin, Sydney, Mexico City, and remote team members globally.
You will join the Customer Operations team as a strategic operator responsible for designing and building the operational backbone for Customer Success, Sustainability Advisory and Services, and Support functions. Reporting to the Head of Customer Operations, you'll partner closely with Customer leadership to establish engagement models, scalable systems, forecasting infrastructure, and AI-driven workflows that enable the team to operate at scale.
Key responsibilities include:
- Design and implement the Customer operating model, including organizational design, segmentation, customer engagement models, capacity planning, staffing, headcount planning, target setting, and performance frameworks
- Own forecasting methodology and models for retention, expansion, and services capacity, establishing operating cadences that surface risk and opportunity early
- Build AI-first operational workflows across the customer lifecycle and internal tooling that transforms how the team operates day to day
- Lead strategic initiatives end to end, framing problems alongside cross-functional partners and co-building solutions rather than handing off recommendations
- Operate as a trusted advisor and force multiplier for Customer leadership, defining what modern Customer operations looks like at Watershed
Success means a Customer organization where staffing and coverage decisions are evidence-based, customer health scoring drives decisions, teams focus on customers rather than manual processes, and AI is embedded in daily operations.
This is a hands-on role for an operator who builds what they design and has already integrated AI into their workflow. You'll report to the Head of Customer Operations and work 4 days per week in office (New York or San Francisco preferred).
REQUIREMENTS:
Required experience:
- Either 4+ years of hands-on GTM Operations experience (CS Ops, CX Ops, Customer Ops, RevOps, Sales Ops, or related S&O/BizOps roles touching GTM), OR 3+ years at top-tier strategy consulting (McKinsey, Bain, BCG) plus 2+ years in a GTM or Customer Ops team supporting Customer Success
- Direct operational support of Customer Success teams with fluency in CSM workflows, health scoring approaches, and renewal/engagement processes
- Demonstrated strength and ownership in at least one of: retention and expansion analytics, GRR/NRR forecasting methodology and operating cadences, or CS strategy and planning (operating model design, goal setting, headcount planning, budgeting)
- Strong working knowledge of Salesforce: minimum ability to build reports and dashboards independently and scope development requests; bonus for hands-on development, administration, automation, and data model design
- Shipped AI workflows that other teams adopted and continue using (not tool familiarity or prototypes)
- Ability to operate as a generalist with a clear operational spike area (planning, analytics, or programs/process)
- Demonstrated ability to independently take vague objectives through to plan, build, and adoption
- Strong communication and influence skills across CS, Product, Data, Sales, and Finance leadership without direct authority
Strong plus:
- Services/Advisory or Support Ops depth
- Hands-on Salesforce build (flows, automation, data model)
- SQL proficiency
- Direct partnership experience with senior CS leadership on targets, compensation, or coverage
Explicitly not required:
- Climate, sustainability, or carbon accounting background
- Familiarity with Watershed's specific tools
- People management experience (individual contributor role)
- Prior experience as a CSM or other customer-facing role
