Job Overview
Location
New York City
Job Type
Full-time
Category
Software Engineering
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Lead strategy and operations for Watershed’s Customer organization, encompassing Customer Success, Sustainability Advisory & Services, and Support teams.
- • Design and own the Customer org’s operating model including org structure, segmentation, engagement frameworks, capacity planning, headcount targets, P&L ownership, and performance incentives.
- • Own end-to-end forecasting for retention, expansion, and capacity—building trusted models and methodologies used by leadership and the Board.
- • Run the Customer operating rhythm: OKRs, business reviews, budgeting, long-range planning, forecast reviews, customer performance reviews, and quarterly business reviews (QBRs).
- • Set and execute the AI-first technology strategy for the Customer organization, shipping workflows and tooling that embed AI into daily operations.
- • Build and maintain the data infrastructure that provides real-time visibility into customer retention, expansion, adoption, service quality, health scores, and team performance—creating one source of truth across CRM, product, and operations systems.
- • Design, implement, and optimize end-to-end customer-lifecycle processes including post-sale handoffs, onboarding, expansion motions, renewal cycles, service quality protocols, and escalation workflows.
- • Own the Customer org’s systems strategy: determine what to build, buy, or integrate, and ensure CRM, CS platforms, Support tooling, and product data are seamlessly stitched into a unified operating stack.
- • Partner with GTM Engineering on major technology initiatives to scale the Customer operations infrastructure.
- • Build, hire, and lead the Customer Operations team—setting hiring standards, developing operators, and preparing them for advancement.
- • Drive cross-functional alignment across Customer, Product, Sales, Finance, and Data teams to ensure operational cohesion and shared goals.
- • Ensure forecasts, health scoring, and AI-driven workflows are trusted inputs for leadership decision-making and strategic planning.
- • Maintain operational excellence by continuously improving efficiency, quality, and scalability of customer-facing processes.
- • Be based in Watershed’s New York office and work in-office four days per week (except for explicitly designated remote roles).
- • Fluently use Salesforce (Flow, data model), SQL, and BI tools like Sigma with hands-on ability to ship solutions when needed.
- • Embed AI tools such as Claude Code, Cursor, or Clay into operational workflows and articulate a clear vision for AI’s impact on Customer organizations over the next three years.
🎯 Requirements
- • 10+ years of inside customer-facing GTM experience in high-growth B2B SaaS or AI
- • 5+ years of direct management experience over teams of 3–6+ people
- • Experience driving a technology-first rebuild of a customer operations function at scale
- • Hands-on technical fluency with Salesforce (Flow, data model), SQL, and BI tools like Sigma
- • Proven success operationalizing retention and expansion motions, designing renewal programs, and building customer health systems that changed team behavior
- • Experience embedding AI into customer operations workflows with strong convictions about its future impact
🏖️ Benefits
- • Opportunity to work at a mission-driven company helping enterprise clients measure and reduce emissions
- • Collaborative culture with global teams across San Francisco, New York, London, Paris, Berlin, Sydney, Denver, and Mexico City
- • Transparent and structured interview process focused on transparency and lack of surprise
- • Reasonable accommodations provided for candidates with disabilities, neurodivergence, mental health needs, religious observances, or pregnancy-related requirements
- • In-office work environment with four days per week required in New York City office
- • Exposure to cutting-edge AI tools and technologies integrated into daily operations
Skills & Technologies
Remote
About Watershed Technology, Inc.
Watershed is a software platform that helps large enterprises measure, report, and reduce their carbon emissions. It provides carbon accounting tools, supplier engagement programs, and scenario modeling to align operations with climate targets. The company integrates emissions data from operations, energy use, and supply chains, translating it into auditable reports aligned with GHG Protocol and Science Based Targets initiative standards. Customers include Fortune 500 companies in technology, retail, and financial services seeking to meet net-zero commitments. Founded in 2019, Watershed is headquartered in San Francisco with offices in London and New York.
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