Manager, customer success

About Watershed

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!

The role

Watershed is hiring an experienced manager for one of our North American Customer Success teams! The team empowers our customers to measure, report and scale with our sustainability platform at the core. Our North American CS team has grown and we are looking for a leader who cares deeply about developing, coaching, and building a team of early career and experienced CSMs.

You and your team will help refine and scale the customer success function as we gear up for this next year+ of growth. In this role, one of your primary areas of focus will be designing and building our “scaled” approach to Customer Success. You will shape the strategy, playbooks, systems, and tools that enable our teams to deliver strong customer outcomes efficiently and consistently. This includes developing 1:many engagement programs, improving lifecycle experiences, devising AI first strategies, and partnering with other CS leaders to adapt successful approaches across teams and geographies.

You will also serve as a senior advocate for your team and customers across Watershed. You will work closely with Product, Sales, Sustainability Advisory, Support, and other cross-functional teams to help customers achieve their sustainability goals and translate customer needs into actionable improvements to our products and services

As an early leader in a fast-growing company, you will play an important role in shaping the culture, operating model, and standards of the Customer Success organization. You will help build a diverse, inclusive, collaborative, and high-performing team based in San Francisco and across North America.

You will

Hire, develop and coach a team of Customer Success Managers

Develop and help drive team to achieve key metrics, including customer satisfaction, retention, and expansion

Design, build, and oversee strategy and programs for a “Scaled” Customer Success motion. Leverage AI systems and tools to drive personalized scaled experiences and targeted team engagement. Partnering with global CS managers to help them adapt this motion to new geographies.

Guide and support your team in delivering customer outcomes at scale, taking an active role in helping them drive 1:many engagement strategies with Watershed’s products and services

Partner with your team to act as a key contact with Sr level stakeholders at our customers and support their lifecycle with Watershed

Collaborate with our product teams and be the voice of the customer, providing regular and actionable customer feedback

Develop and implement processes and tools that help the CS function scale and effectively deliver value for customers

Be a representative of the CS function, and of the broader Watershed leadership team, within the San Francisco office

You have

Minimum of 5 years of experience in a Customer Success or similar role including at least 2 years of management experience

A background and experience with Customer Success in an Enterprise SaaS space

Experience delivering and managing Scaled Customer Success programs for Mid-Market and Enterprise Customers

A passion for people development and coaching

Great examples of working cross functionally to build products for customers

Experience developing operational processes and delivering on key metrics in early stage/ high growth companies that drive towards operational excellence

Must be willing to work from an office 4 days per week (except for remote roles)