Head of Customer Operations

Watershed • New York, NY

5d • $200,000 - $245,000 • Hybrid

About The Position

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.

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.

Requirements

• 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. Experience in direct customer-facing leadership accountable for retention and expansion is a plus.
• 5+ years in direct management experience over teams of 3-6+ - you set the bar, hire to it, and develop operators into their next role.
• Experience driving a technology-first rebuild of a customer operations function at scale. You have strong, experience-backed convictions about what good looks like and how to get there.
• You've operationalized retention and expansion motions, designed renewal programs that worked across complex cycles, and built customer health systems that actually changed how a team operated.
• AI is embedded in how you work, and you have a sharp point of view on how AI will change Customer organizations over the next three years. Experience with Claude Code, Cursor, Clay, or similar is a strong plus.
• Hands-on technical credibility - fluent with Salesforce (Flow, data model), SQL, and BI tools like Sigma. Hands-on enough to ship when it matters.
• Must be willing to work from an office 4 days per week (except for remote roles)

Nice To Haves

• Experience in direct customer-facing leadership accountable for retention and expansion is a plus.
• Experience with Claude Code, Cursor, Clay, or similar is a strong plus.

Responsibilities

• 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.

Benefits

• We provide reasonable accommodations for candidates with disabilities, long-term conditions, mental health needs, religious observances, neurodivergence, or pregnancy-related support requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed