Customer success operations

Watershed 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!

Watershed is on a mission to help companies measure, reduce, remove, and report their emissions. As our go-to-market teams grow in size and complexity, we’re looking for a highly motivated and analytically strong team member to join our Customer Success Operations team.

You’ll partner closely with Customer leadership to design and operate the strategy, systems, and processes that enable our Customer Success, Advisory, and Support teams to scale effectively. This role sits at the intersection of strategy, analytics, and systems - helping translate business needs into scalable operational frameworks and data-driven decision making.

Success in this role requires strong analytical thinking, operational rigor, and the ability to build systems and processes that scale as the organization grows. You should be comfortable working with large datasets, identifying opportunities for automation, and translating insights into clear, actionable recommendations for senior leadership.

As AI and automation rapidly change how operational teams work, we are especially excited about candidates who are interested in leveraging emerging tools and technologies to improve how Customer teams operate.

This role can be based in our New York or San Francisco offices.

You will:

• Drive cross-functional initiatives that improve implementation, customer retention, expansion, and overall customer value, using data, systems, and operational design to scale the Customer organization.

• Partner with leaders across Customer Success, Support, RevOps, and Product to design and evolve scalable operating models for the Customer organization, including:

  • organizational design and customer engagement models

  • target setting and performance frameworks

  • headcount and capacity planning

• Develop customer data models, reporting, and analytics that combine CRM, product usage, and operational data to provide visibility into retention, expansion, product adoption, and team performance, and surface risks and opportunities for leadership.

• Build and operate retention forecasting and predictive analytics, including forecasting methodology, models, and recurring forecasting cadences.

• Design and build operational systems, automation, and AI-driven workflows that improve how Customer teams manage accounts, analyze data, and deliver customer outcomes at scale.

• Translate business needs into scalable system, data, and automation solutions, partnering closely with systems and data teams to implement improvements.

• Design and implement operational workflows across the customer lifecycle, including post-sale handoffs, onboarding, and ongoing customer engagement.

• Lead territory planning, book balancing, and segment-level operational improvements to ensure teams are structured effectively as the customer base grows.

• Lead core Customer operating cadences in partnership with leadership, including forecasting reviews, customer performance reviews, QBRs, and planning cycles.

• Create and maintain clear operational documentation, frameworks, and enablement materials that support consistent execution across teams.

The ideal candidate brings:

• A highly technical operator mindset, with experience driving strategy, analytics, and systems across Customer Success, Revenue Operations, or other GTM functions (6+ years in high-growth SaaS environments)

• Strong analytical depth, including experience working with large datasets related to retention, expansion, product usage, or customer health and building analytical models that inform operational and strategic decisions

• Comfort working with operational systems and data infrastructure, such as Salesforce, BI tools (e.g. Sigma, Looker), data warehouses (e.g. BigQuery), SQL, APIs, or automation tools

• Experience designing and improving operational systems and workflows, including identifying opportunities to automate processes and improve team productivity

• A track record of translating complex data and operational insights into clear, actionable recommendations for senior leadership

• Strong cross-functional collaboration skills, with the ability to partner effectively across Customer, Product, Data, and GTM teams

• Interest in leveraging automation and emerging technologies such as AI to improve how customer organizations operate and make decisions

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.