GTM operations, customer success

About the role

The role is within Watershed's GTM Operations team, focusing on the Customer organization. Watershed helps companies measure, reduce, remove, and report their emissions. The ideal candidate will bring experience from a customer-facing GTM function, such as Customer Success, Implementation, Support, or CSM leadership.

Responsibilities

• Partner with Customer leadership to design scalable operating models for the Customer organization, including organizational design and customer engagement models, target setting and performance frameworks, headcount, capacity planning, and segmentation.
• Build the data infrastructure that gives leadership real-time visibility into retention, expansion, product adoption, customer health, and team performance. Combine CRM, product usage, and operational data to surface risks and opportunities, partnering closely with Data and Systems teams to ship.
• Own retention forecasting and predictive analytics from the ground up - methodology, models, and operating cadences that leadership actually trusts.
• Ship AI-first operational workflows across the customer lifecycle - post-sale handoffs, onboarding, ongoing engagement, and renewal motions - and the internal tooling that changes how the team operates day-to-day.
• Run core Customer operating cadences with leadership - forecasting reviews, customer performance reviews, QBRs, and planning cycles - and drive the cross-functional initiatives that sharpen implementation, retention, and expansion.

Requirements

• You've spent time inside a customer-facing GTM function (CS, Implementation, Support, CSM leadership).
• You know what it's like to own a retention number, diagnose churn risk, or deliver on a customer commitment.
• 5+ years in a customer-side GTM operations or leadership role (Customer Ops, CS Ops, or adjacent functions) at high-growth B2B SaaS or AI companies. Revenue Ops or Sales Ops backgrounds welcome if paired with real customer-side operating depth.
• You're hands-on with Salesforce (Flow, validation, data model), SQL, and BI tools like Sigma or Looker.
• You're able to build your own systems and partner with GTM Engineering on the bigger lifts.
• AI is already embedded in how you work, and you have a point of view on where it changes how Customer and GTM teams operate.
• Experience with Claude Code, Cursor, Clay, or similar is a strong plus.
• Track record of shipping hard things end-to-end under real pressure.
• Direct, demanding of yourself, and comfortable driving alignment across Customer, Product, Data, Sales, and Finance when teams disagree.

Qualifications

• Must be willing to work from an office 4 days per week (except for remote roles).
• Watershed has hub offices in San Francisco, New York, London, and Mexico City and satellite offices in Denver, Sydney, Paris, and Berlin.

Benefits

Watershed offers competitive compensation packages, comprehensive benefits, and a supportive company culture. Our benefits package includes health insurance, retirement plans, paid time off, and more.

Pay

Compensation details will be provided during the interview process.

Schedule

The role can be based in our New York or San Francisco offices. Certain jobs are open to being remote and will be specifically noted on the jobs page and in the job description if so.