Head of Customer Operations

ABOUT WATERSHED Watershed https://watershed.com/ 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