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)

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.