Head of Customer Operations

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 on a mission to help companies measure, reduce, remove, and report their emissions.
• Hundreds of enterprise customers - including 90+ of the Fortune 500 - rely on our Customer Success, Sustainability Advisory & Services, and Support teams to deliver on that mission.
• We're looking for a senior operator to lead strategy and operations for the Customer organization.
• Watershed is not big on titles, but this a Director equivalent position over an Operations team of 4 people to support our Customer org (Customer Success, Services and Support).
• Our ideal profile is someone who used to be in Customer Success, Services or Support, and then moved into Operations for the past 4-5+ years partnering with those similar customer functions.
• You'll own the operating model, forecasting infrastructure, customer-lifecycle processes, data and systems stack, and the AI-first workflows the Customer organization (Customer Success, Sustainability Advisory and Services, and Support) runs on.
• You'll build and lead the operations team, and set the multi-year roadmap for what best-in-class Customer Operations looks like at Watershed.
• Success means our forecasts and plans (retention, account, staffing, services P&L) are trusted inputs to leadership decisions, customer health scoring drives strategic engagement, and AI is woven into how the team works day-to-day.
• You'll own the pace at which these things land, and leadership will expect you to push the function forward.
• This role is based in our New York office.
• ****You Will:****
• Partner with the Head of Customer and their leadership to design the Customer org's operating model: org design, segmentation, engagement models, capacity and headcount planning, targets, P&L, performance frameworks, and incentives.
• Own retention, expansion, and capacity forecasting end-to-end: the methodology, models, and discipline that leadership and the Board actually trust.
• Run the Customer operating rhythm: OKRs, business reviews, budgeting, long-range planning, forecast reviews, customer performance reviews, and QBRs.
• Set the AI and technology strategy for the Customer org. Ship AI-first workflows, tooling, and enablement that change how the team operates.
• Build the data infrastructure that gives leadership real-time visibility into retention, expansion, adoption, service quality, health, and team performance - one source of truth across CRM, product, and operations.
• Drive operational excellence. You’ll design, implement, and optimize customer-lifecycle processes and systems to improve efficiency, quality, and scalability including- post-sale handoffs, onboarding, expansion motions, renewal cycles, service quality, and escalation processes.
• Own the Customer org's systems strategy - what we build, what we buy, and how CRM, CS platforms, Support tooling, and product data stitch together into one operating stack. Partner with GTM Engineering on the bigger lifts.
• Build and lead the Customer Operations team: hire, develop, and set the bar. Drive cross-functional alignment across Customer, Product, Sales, Finance, and Data.

****The Ideal Candidate Brings:****

• 10+ years of inside customer-facing GTM experience in high-growth B2B SaaS or AI - with experience leading operations teams responsible for the end-to-end customer journey.

Experience

• in direct customer-facing leadership accountable for retention and expansion is a plus.
• 5+ years in direct management experience over teams of 3-6+ - you set the bar, hire to it, and develop operators into their next role.
• Experience driving a technology-first rebuild of a customer operations function at scale. You have strong, experience-backed convictions about what good looks like and how to get there.
• You've operationalized retention and expansion motions, designed renewal programs that worked across complex cycles, and built customer health systems that actually changed how a team operated.
• AI is embedded in how you work, and you have a sharp point of view on how AI will change Customer organizations over the next three years.

Experience

• with Claude Code, Cursor, Clay, or similar is a strong plus.
• Hands-on technical credibility - fluent with Salesforce (Flow, data model), SQL, and BI tools like Sigma. Hands-on enough to ship when it matters.
• 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.

Compensation

• Range: $200K - $245K
• ****You Will:****
• Partner with the Head of Customer and their leadership to design the Customer org's operating model: org design, segmentation, engagement models, capacity and headcount planning, targets, P&L, performance frameworks, and incentives.
• Own retention, expansion, and capacity forecasting end-to-end: the methodology, models, and discipline that leadership and the Board actually trust.
• Run the Customer operating rhythm: OKRs, business reviews, budgeting, long-range planning, forecast reviews, customer performance reviews, and QBRs.
• Set the AI and technology strategy for the Customer org. Ship AI-first workflows, tooling, and enablement that change how the team operates.
• Build the data infrastructure that gives leadership real-time visibility into retention, expansion, adoption, service quality, health, and team performance - one source of truth across CRM, product, and operations.
• Drive operational excellence. You’ll design, implement, and optimize customer-lifecycle processes and systems to improve efficiency, quality, and scalability including- post-sale handoffs, onboarding, expansion motions, renewal cycles, service quality, and escalation processes.
• Own the Customer org's systems strategy - what we build, what we buy, and how CRM, CS platforms, Support tooling, and product data stitch together into one operating stack. Partner with GTM Engineering on the bigger lifts.
• Build and lead the Customer Operations team: hire, develop, and set the bar. Drive cross-functional alignment across Customer, Product, Sales, Finance, and Data.

****The Ideal Candidate Brings:****

• 10+ years of inside customer-facing GTM experience in high-growth B2B SaaS or AI - with experience leading operations teams responsible for the end-to-end customer journey.

Experience

• in direct customer-facing leadership accountable for retention and expansion is a plus.
• 5+ years in direct management experience over teams of 3-6+ - you set the bar, hire to it, and develop operators into their next role.
• Experience driving a technology-first rebuild of a customer operations function at scale. You have strong, experience-backed convictions about what good looks like and how to get there.
• You've operationalized retention and expansion motions, designed renewal programs that worked across complex cycles, and built customer health systems that actually changed how a team operated.
• AI is embedded in how you work, and you have a sharp point of view on how AI will change Customer organizations over the next three years.

Experience

• with Claude Code, Cursor, Clay, or similar is a strong plus.
• Hands-on technical credibility - fluent with Salesforce (Flow, data model), SQL, and BI tools like Sigma. Hands-on enough to ship when it matters.
• 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.

Compensation