Customer success operations

Watershed•New York, NY

2d•$154,160 - $183,300•Hybrid

About The Position

Watershed is on a mission to help companies measure, reduce, remove, and report their emissions. We're looking for a strategic operator to join Customer Operations, 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 all three teams in our Customer organization: Customer Success, Sustainability Advisory and Services, and Support. That means the engagement models, scalable systems, forecasting infrastructure, and AI-driven workflows the team runs on, plus the reporting leadership uses to steer the business. This is a role for a hands-on operator who builds what they design and has already rewired their work around AI. You'll operate as a trusted advisor and force multiplier for Customer leadership, owning initiatives end to end from framing the problem to standing up a working solution the team actually uses. You'll help guide the Ops roadmap rather than working a queue, with real scope to define what modern Customer operations looks like at Watershed. Success means a Customer organization where structural calls like coverage and staffing are made with evidence rather than instinct, customer health scoring actually changes decisions, teams spend their time on customers instead of manual processes, and AI is embedded in how the team operates day to day. You'll report to the Head of Customer Operations and join a small team of operators who each support a slice of the Customer organization. This role is based in our New York or San Francisco office, with an expectation of 4 days per week in office.

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
Supported customer-facing teams directly, especially Customer Success. You know how CSMs actually spend their week, you've owned the reporting and operating cadence behind a retention number, and you can tell a real risk or expansion signal from noise
Demonstrated analytical excellence. You've built the forecasting models behind real leadership decisions, e.g., capacity, retention, expansion
Turn ambiguous problems into working systems. You independently take a vague strategic objective through to a plan, a build, and adoption - often as the only person on the problem - and you hold strong opinions about what good looks like
Hands-on with GTM and BI tools like Salesforce, Gong, and Sigma. You build your own systems and partner with GTM Engineering on the bigger lifts. Bonus if you're adept with SQL and Salesforce administration, including automation and data model design
AI is already embedded in how you work. You've shipped AI workflows that other teams actually use, and you have a point of view on how Customer teams should evolve because of it
Exceptional communicator who influences without authority. You can drive alignment across Customer, Product, Data, Sales, and Finance when teams disagree
Either: 4+ years of hands-on GTM Operations experience (CS Ops, CX Ops, Customer Ops, RevOps, Sales Ops; other S&O or BizOps roles that touch GTM); OR 3+ years at top-tier strategy consulting (McKinsey, Bain, BCG) plus 2+ years inside GTM or Customer Ops team that supported Customer Success
Direct operational support of Customer Success teams
Walks in fluent in the function: what a CSM does week to week, different approaches to derive a health score, how renewals and customer engagements run
Demonstrated strength in and ownership of at least one of: Retention and expansion analytics, GRR/NRR forecasting methodology and the operating cadences around it, CS strategy and planning (operating model design; goal setting; headcount planning; budgeting)
Strong working knowledge of Salesforce
Builds their own reports and dashboards, and has scoped and submitted development requests to another team for implementation (Salesforce or comparable CRM)
Has shipped AI workflows that other teams adopted and still use - not tool familiarity, not prototypes
Comfort operating as a generalist with a clear operational spike area (planning, analytics, or programs/process)
Has independently taken a vague objective through to a plan, a build, and adoption
Communicates and influences without authority - can hold a position with CS, Product, Data, Sales, and Finance leadership

Nice To Haves

Services/Advisory or Support Ops depth (we have real needs here, but CS is the priority for this seat)
Hands-on Salesforce build (flows, automation, data model)
Adept in SQL
Experience partnering directly with senior CS leadership on targets, comp, or coverage
Bonus if you're adept with SQL and Salesforce administration, including automation and data model design
Bonus: Owned development & administration themselves; shaped roadmap

Responsibilities

Design and implement the Customer operating model. Partner with Customer leadership across Customer Success, Advisory, and Support on: Organizational design, segmentation, and customer engagement models, Capacity, staffing, and headcount planning, Target setting and performance frameworks
Own forecasting from the ground up. Retention, expansion, and services capacity - the methodology, models, and operating cadences that leadership actually trusts, and that surface risk and opportunity early enough to change the outcome
Build AI-first operational workflows across the customer lifecycle, along with internal tooling that changes how the team operates day to day
Lead strategic initiatives end to end. Drive complex, multi-workstream Customer org initiatives from conception through implementation. You'll frame problems alongside cross-functional partners, and co-build and co-own the result rather than handing over a recommendation