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.
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.
- 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.
- 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 Have
- 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.
Work Arrangement
On-site — New York
Team
Team size: 4. Structure: Operations team supporting Customer Success, Sustainability Advisory & Services, and Support
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 interview (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. We prioritize transparency and lack of surprise throughout the process.
What if I need accommodations for my interview?
At Watershed, we are dedicated to ensuring an inclusive recruitment process. We provide reasonable accommodations for candidates with disabilities, long-term conditions, mental health needs, religious observances, neurodivergence, or pregnancy-related support requirements. If you need assistance during your process, please contact your recruiter.
Additional Information
- Employees are expected to be in office for 4 days per week where offices exist.
- Watershed has hub offices in San Francisco, New York, London, and Mexico City and satellite offices in Denver, Sydney, Paris, and Berlin.
