Customer success operations

ABOUT WATERSHED Watershed https://watershed.com/ is the enterprise sustainability platform. Companies like Airbnb, Carlyle Group, FedEx, Visa, and Dr. Martens use Watershed to manage climate and ESG data, produce audit-ready metrics for voluntary and regulatory reporting including CSRD, and drive real decarbonization. We are looking for team members who love product-building, want to work hard at a mission-oriented startup, and will collaborate with us in shaping the culture of a growing team. We have offices in San Francisco, New York, Denver, London, Paris, Berlin, Sydney, Mexico City, and remote team members across the US and Europe. We hope that you'll be interested in joining us! THE ROLE Watershed is on a mission to help companies measure, reduce, remove, and report their emissions. We're looking for a strategic operator to join Customer Operations, which runs the programs that deliver on that mission for hundreds of enterprise customers. You'll partner closely with Customer leadership to design and build the operational backbone for all three teams in our Customer organization: Customer Success, Sustainability Advisory and Services, and Support. That means the engagement models, scalable systems, forecasting infrastructure, and AI-driven workflows the team runs on, plus the reporting leadership uses to steer the business. This is a role for a hands-on operator who builds what they design and has already rewired their work around AI. You'll operate as a trusted advisor and force multiplier for Customer leadership, owning initiatives end to end from framing the problem to standing up a working solution the team actually uses. You'll help guide the Ops roadmap rather than working a queue, with real scope to define what modern Customer operations looks like at Watershed. Success means a Customer organization where structural calls like coverage and staffing are made with evidence rather than instinct, customer health scoring actually changes decisions, teams spend their time on customers instead of manual processes, and AI is embedded in how the team operates day to day. You'll report to the Head of Customer Operations and join a small team of operators who each support a slice of the Customer organization. This role is based in our New York or San Francisco office, with an expectation of 4 days per week in office. You will:

• Design and implement the Customer operating model. Partner with Customer leadership across Customer Success, Advisory, and Support on:
• Organizational design, segmentation, and customer engagement models
• Capacity, staffing, and headcount planning
• Target setting and performance frameworks
• Own forecasting from the ground up. Retention, expansion, and services capacity - the methodology, models, and operating cadences that leadership actually trusts, and that surface risk and opportunity early enough to change the outcome
• Build AI-first operational workflows across the customer lifecycle, along with internal tooling that changes how the team operates day to day
• Lead strategic initiatives end to end. Drive complex, multi-workstream Customer org initiatives from conception through implementation. You'll frame problems alongside cross-functional partners, and co-build and co-own the result rather than handing over a recommendation You might be a fit for this role if:
• You bring 5+ years experience in GTM Operations (CS Ops, RevOps, Strategy & Ops) at a high-growth B2B technology company, or a mix of top-tier strategy consulting and GTM Ops
• You've supported customer-facing teams directly, especially Customer Success. You know how CSMs actually spend their week, you've owned the reporting and operating cadence behind a retention number, and you can tell a real risk or expansion signal from noise
• You have demonstrated analytical excellence. You've built the forecasting models behind real leadership decisions, e.g., capacity, retention, expansion
• You turn ambiguous problems into working systems. You independently take a vague strategic objective through to a plan, a build, and adoption - often as the only person on the problem - and you hold strong opinions about what good looks like
• You're hands-on with GTM and BI tools like Salesforce, Gong, and Sigma. You build your own systems and partner with GTM Engineering on the bigger lifts. Bonus if you're adept with SQL and Salesforce administration, including automation and data model design
• AI is already embedded in how you work. You've shipped AI workflows that other teams actually use, and you have a point of view on how Customer teams should evolve because of it
• You're an exceptional communicator who influences without authority. You can drive alignment across Customer, Product, Data, Sales, and Finance when teams disagree

IDEAL CANDIDATE PROFILE:

• Summary: a generalist GTM operator who walks in fluent in Customer Success and can take a vague objective through to something the team actually uses, usually as the only person on the problem. Depth in CS operations matters more than depth in any one tool - they should clear a real Salesforce floor and use AI well enough to work across a stack they don't already know, but we're hiring for judgment and independent delivery over technical specialization. Where we have to trade, we take CS fluency and end-to-end ownership over tooling/technical expertise or a more polished strategic profile (e.g., ex-consulting). The most urgent need is someone who can make an impact fast on a team whose existing depth is in services rather than CS. Support is a gap we'll close across the team, but is less urgent.
• Target level: L5 or L6
• Location: preference for NY office, secondary SF Office. 4 days per week
• Required
• Either:
• 4+ years of hands-on GTM Operations experience (CS Ops, CX Ops, Customer Ops, RevOps, Sales Ops; other S&O or BizOps roles that touch GTM);
• OR 3+ years at top-tier strategy consulting (McKinsey, Bain, BCG) plus 2+ years inside GTM or Customer Ops team that supported Customer Success
• Direct operational support of Customer Success teams
• Walks in fluent in the function: what a CSM does week to week, different approaches to derive a health score, how renewals and customer engagements run
• Demonstrated strength in and ownership of at least one of:
• Retention and expansion analytics
• GRR/NRR forecasting methodology and the operating cadences around it
• CS strategy and planning (operating model design; goal setting; headcount planning; budgeting)
• Strong working knowledge of Salesforce
• Floor: builds their own reports and dashboards, and has scoped and submitted development requests to another team for implementation (Salesforce or comparable CRM)
• Bonus: Owned development & administration themselves; shaped roadmap
• Has shipped AI workflows that other teams adopted and still use - not tool familiarity, not prototypes
• Comfort operating as a generalist with a clear operational spike area (planning, analytics, or programs/process)
• Has independently taken a vague objective through to a plan, a build, and adoption
• Communicates and influences without authority - can hold a position with CS, Product, Data, Sales, and Finance leadership
• Strong plus
• Services/Advisory or Support Ops depth (we have real needs here, but CS is the priority for this seat)
• Hands-on Salesforce build (flows, automation, data model)
• Adept in SQL
• Experience partnering directly with senior CS leadership on targets, comp, or coverage
• Explicitly not required:
• Climate, sustainability, or carbon accounting background
• Familiarity with all of our tooling
• People management experience (IC role)
• Time as a CSM or other customer-facing role (deliberately de-emphasized relative to the prior version of this search)
• Internal candidates (e.g., CSM, Support) may be considered if they demonstrate:
• Demonstrated ops work already, not just interest in it - a process they built, a model they own, a system they administer
• Strong operational mindset and problem-solving ability
• Clear long-term interest in a CS Ops / GTM Ops career path
• A realistic ramp: this seat needs to be productive inside a quarter, so a candidate who needs structured development to close core skill gaps is not a fit for it Must be willing to work from an office 4 days per week (except for remote roles) Watershed has hub offices in San Francisco, New York, London, and Mexico City and satellite offices in Denver, Sydney, Paris, and Berlin. Where we have offices, employees are expected to be in office for 4 days per week. Certain jobs are open to being remote and will be specifically noted on the jobs page and in the job description if so. What’s the interview process like? It starts the same for every candidate: getting to know the team members through 1 to 2 conversations about Watershed, your experience, and your interests. Next steps can vary by role, but usual next steps are a skill or experience interview (e.g. a coding interview for an engineer, a portfolio review for a designer, deeper experience call for other roles) which leads to a virtual or in person interview panel. We prioritize transparency and lack of surprise throughout the process. What if I need accommodations for my interview? At Watershed, we are dedicated to ensuring an inclusive recruitment process. We provide reasonable accommodations for candidates with disabilities, long-term conditions, mental health needs, religious observances, neurodivergence, or pregnancy-related support requirements. If you need assistance during your process, please contact your recruiter.

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