Manager, customer success

Watershed is seeking an experienced manager for their Customer Success team based in London. This role involves building and leading a team of customer success managers, driving key metrics such as customer satisfaction and retention, and collaborating with product teams to provide actionable customer feedback. The ideal candidate should have a background in leading customer success teams in an Enterprise SaaS space, a passion for people development and coaching, and experience in developing metrics and processes in early stage/high growth companies.

• Hire, develop and coach a team of customer success managers
• Develop and help drive team to achieve key metrics, including customer satisfaction and retention
• Guide and support your team in managing their customers throughout their lifecycle, taking an active role in helping them drive engagement with Watershed’s products and services
• Partner with your team to regularly engage with our customers and support their lifecycle with Watershed
• Collaborate with our product teams and be the voice of the customer, providing regular and actionable customer feedback
• Develop and implement processes and tools that help the CS function scale and effectively support customers
• Be a representative of the CS function within our London headquarters

• Background leading customer success teams in an Enterprise SaaS space
• Passion for people development and coaching
• Experience working cross functionally to build products for customers
• Experience developing metrics and processes in early stage/high growth companies that drive towards operational excellence
• London-based manager comfortable managing a team of London-based CSMs
• Experience working with Enterprise+ customers
• Strong people management skills, including coaching and development experience

• People management: Experience managing, coaching, and developing experienced customers success managers
• Customer / partner experience: Experience developing and managing tricky Enterprise-level or above customer relationships, including comfort with CS metrics such as revenue retention and expansion
• Process development and implementation: Rethinking and resetting team processes and customer workflows
• Cross-functional collaboration: Working closely with product, CA, CE, Sales to represent the VOC
• Recruiting: Driving recruiting efforts across the CS team to continue to build the function as the company scales
• Remote work: Watershed is hiring team members on all US and EU time zones, and they are committed to growing a long-term distributed team
• Interview process: The interview process starts with getting to know the team members through 1 to 2 conversations about Watershed, your experience, and your interests. Next steps can vary by role, but usual next steps are a skill or experience screen which leads to a virtual or in person interview panel after that if the screens go well. Transparency and lack of surprise throughout the process is prioritized.