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Watershed is an enterprise sustainability platform used by companies like Airbnb, Carlyle Group, FedEx, Visa, and Dr. Martens to manage climate and ESG data, produce audit-ready metrics for regulatory reporting (including CSRD), and drive real decarbonization.
You will lead one of Watershed's North American Customer Success teams, managing a group of Customer Success Managers (CSMs) focused on helping customers measure, report, and scale their sustainability initiatives using the Watershed platform. This is a people-management role with significant strategic scope.
Key responsibilities include:
- Hiring, developing, and coaching a team of CSMs with a focus on early-career and experienced professionals
- Designing and building a "scaled" Customer Success approach—developing 1:many engagement programs, lifecycle experiences, and AI-first strategies that enable efficient, consistent customer outcomes
- Driving team performance against key metrics: customer satisfaction, retention, and expansion
- Serving as a senior advocate for your team and customers across Watershed, working closely with Product, Sales, Sustainability Advisory, Support, and other functions
- Translating customer needs into actionable product and service improvements
- Partnering with global CS leaders to adapt scaled CS motions across geographies
- Developing operational processes and tools that help the CS function scale
- Acting as a key contact for senior-level stakeholders at customer organizations
- Representing the CS function and broader Watershed leadership within the San Francisco office
You will play an important role in shaping the culture, operating model, and standards of the Customer Success organization as an early leader in a fast-growing company.
Workplace: Hybrid, 4 days per week in the San Francisco office.
REQUIREMENTS:
- Minimum 5 years of experience in Customer Success or similar role, including at least 2 years of management experience
- Background and experience with Customer Success in Enterprise SaaS
- Demonstrated experience delivering and managing Scaled Customer Success programs for Mid-Market and Enterprise customers
- Passion for people development and coaching
- Strong examples of cross-functional collaboration to build products for customers
- Experience developing operational processes and delivering on key metrics in early-stage/high-growth companies that drive operational excellence
