Head of Customer Operations

About the role

The role is to lead strategy and operations for the Customer organization at Watershed. Watershed helps companies measure, reduce, remove, and report their emissions. The ideal candidate has 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. They should also have 5+ years of direct management experience over teams of 3-6+, experience driving a technology-first rebuild of a customer operations function at scale, and strong convictions about what good looks like and how to get there.

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

The ideal candidate brings: 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).