Customer operations

Watershed is the enterprise sustainability platform used by companies to manage climate and ESG data and produce audit-ready metrics for reporting including CSRD. The role joins Customer Operations, which runs the programs that deliver on the mission for hundreds of enterprise customers. The strategic operator will partner with Customer leadership to design and build the operational backbone for the Customer Success, Sustainability Advisory and Services, and Support teams, including engagement models, scalable systems, forecasting infrastructure, AI-driven workflows, and leadership reporting. The role reports to the Head of Customer Operations and is based in the New York or San Francisco office, with an expectation of 4 days per week in office.

Responsibilities

Design and implement the Customer operating model across Customer Success, Advisory, and Support; Own forecasting for retention, expansion, and services capacity; Build AI-first operational workflows across the customer lifecycle and internal tooling; Lead complex, multi-workstream strategic initiatives end to end; Partner with Customer leadership on organizational design, segmentation, engagement models, capacity and headcount planning, and target setting and performance frameworks

Requirements

5+ years experience in GTM Operations (CS Ops, RevOps, Strategy & Ops) at a high-growth B2B technology company, or a mix of top-tier strategy consulting and GTM Ops; Experience supporting customer-facing teams directly, especially Customer Success, including owning reporting and operating cadence behind a retention number; Demonstrated analytical excellence, including building forecasting models behind leadership decisions (e.g., capacity, retention, expansion); Ability to turn ambiguous problems into working systems and take a strategic objective through to plan, build, and adoption; Hands-on with GTM and BI tools such as Salesforce, Gong, and Sigma; AI already embedded in how you work, with AI workflows shipped that other teams use; Exceptional communicator who influences without authority and drives alignment across Customer, Product, Data, Sales, and Finance; Willingness to work from an office 4 days per week

Nice to have

Adept with SQL; Salesforce administration, including automation and data model design; Bonus skills for GTM Engineering partnership on larger lifts