GTM operations, customer success

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. We're looking for a strategic operator to join GTM Operations, focused on our Customer organization, which runs the programs that deliver on that mission for hundreds of enterprise customers. You'll partner closely with Customer leadership to design and build the operational backbone for Customer Success, Advisory, and Support - including engagement models, scalable systems, whitespace, forecasting, and AI-driven workflows our team relies on to deliver for customers. This is a role for a builder - someone who ships what they design and has already rewired their day around AI. You'll have real scope to define what modern Customer operations looks like at Watershed, and leadership will expect you to push the function forward. Success means a Customer organization where leadership trusts the retention forecast, customer health scoring actually changes decisions, and AI is embedded in how the team operates day-to-day. You'll own the pace at which these things land. This role can be based in our New York or San Francisco offices. You will: - Partner with Customer leadership to design scalable operating models for the Customer organization, including: - Organizational design and customer engagement models - Target setting and performance frameworks - Headcount, capacity planning, and segmentation - Build the data infrastructure that gives leadership real-time visibility into retention, expansion, product adoption, customer health, and team performance. Combine CRM, product usage, and operational data to surface risks and opportunities, partnering closely with Data and Systems teams to ship. - Own retention forecasting and predictive analytics from the ground up - methodology, models, and operating cadences that leadership actually trusts. - Ship AI-first operational workflows across the customer lifecycle - post-sale handoffs, onboarding, ongoing engagement, and renewal motions - and the internal tooling that changes how the team operates day-to-day. - Run core Customer operating cadences with leadership - forecasting reviews, customer performance reviews, QBRs, and planning cycles - and drive the cross-functional initiatives that sharpen implementation, retention, and expansion. The ideal candidate brings: - You've spent time inside a customer-facing GTM function (CS, Implementation, Support, CSM leadership). You know what it's like to own a retention number, diagnose churn risk, or deliver on a customer commitment. - 5+ years in a customer-side GTM operations or leadership role (Customer Ops, CS Ops, or adjacent functions) at high-growth B2B SaaS or AI companies. Revenue Ops or Sales Ops backgrounds welcome if paired with real customer-side operating depth. - You're hands-on with Salesforce (Flow, validation, data model), SQL, and BI tools like Sigma or Looker. You're able to build your own systems and partner with GTM Engineering on the bigger lifts. - AI is already embedded in how you work, and you have a point of view on where it changes how Customer and GTM teams operate. Experience with Claude Code, Cursor, Clay, or similar is a strong plus. - Track record of shipping hard things end-to-end under real pressure. Direct, demanding of yourself,