Manager, Customer success
About Watershed
Watershed 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, London and Sydney, and remote team members across the US and Europe. We hope that you'll be interested in joining us!
The role
Watershed is hiring an experienced manager for our European Customer Success team! The team empowers our customers in the European region to measure, report and ace with our climate platform at the core. This team has scaled up over the last year and is looking for a leader who cares deeply about developing, coaching, and growing an experienced team of CSMs.
You and your team will help refine and scale the customer success function as we gear up for this next year+ of growth. You’ll be the voice for your team and for customers in your region within the organization. You’ll work closely with product, sales and climate advisory teams in a new and evolving space to drive real impact towards customer’s climate goals.
As one of the early managers in a fast growing company, you’re setting culture for both your team and Watershed as a whole. You, along with the rest of Watershed’s leadership and people teams, are responsible for building a diverse, inclusive, and hard-working organization. The European team is primarily based in London, and we’re looking for a manager based in the London area.
You will:
- Hire, develop and coach a team of Customer Success Managers
- Develop and help drive team to achieve key metrics, including customer satisfaction, retention, and expansion
- 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 act as a key contact with Sr level stakeholders at 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 deliver value for customers
- Be a representative of the CS function, and of the broader Watershed leadership team, within the London office
You have:
- A background leading customer success teams in an Enterprise SaaS space
- A passion for people development and coaching
- Great examples of working cross functionally to build products for customers
- Experience developing operational processes and delivering on key metrics in early stage/ high growth companies that drive towards operational excellence
FAQ
Where does Watershed work?
We have hub offices in San Francisco, New York and London, and some remote team members in the US and EU. Most of our jobs need to be in San Francisco / New York / London, but certain jobs are open to being remote and will be specifically noted on the jobs page and in the job description.
What’s the interview process like?
It starts the same for every candidate: 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 (e.g. a coding interview for an engineer, a portfolio review for a designer, deeper experience call for other roles) which leads to a virtual or in person interview panel after that if the screens go well. We prioritize transparency and lack of surprise throughout the process.
Please note Watershed will only conduct interviews via official company channels (Google Workspace, Zoom). We do not use platforms such as Signal, WhatsApp, etc. to conduct official interviews nor to complete any part of our onboarding process. If you are reached out to on these platforms from anyone claiming to be from Watershed please let us know.