Customer success operations lead (Remote)

Location

San Francisco, New York, Remote - US

Type

Full-Time

Department

Revenue Operations & Sales Enablement

About Watershed

Watershed is a software platform for running a world-class climate program. We measure our success in the carbon reduction achievements of our customers. 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 and London and remote team members across the US and Europe. We hope that you'll be interested in joining us!

The role

Watershed is on a mission to help companies measure, reduce, remove, and report their emissions. Our go to market organizations are growing in size and complexity, and we’re looking for a highly motivated and experienced individual to join our Revenue Operations team. This individual will be responsible for driving our Customer Success Operations. 

This individual will be responsible for partnering with Customer Success leadership to optimize strategy, process, and systems to ensure the efficiency and scalability of customer success operations. Success in this role depends on expertise in both strategy and operations, plus a desire to work in a dynamic and fast paced environment. The individual should be proficient in data analytics and understand how to translate insights into recommendations for a senior executive audience.

This position can be in our SF or NY office, or remote in the US.

You will:

• Collaborate with cross-functional teams to optimize strategy, process, and systems to ensure the efficiency and scalability of customer success operations:
• Retention strategy, organizational design, coverage, target setting, headcount, and capacity planning
• Customer territory planning strategies and contribute to operational initiatives aimed at optimizing customer success within designated segments.
• Responsible for an accurate Retention Forecast, including forecast methodology, analytics model, and running forecasting cadences
• Design processes and workflows that delivers efficient and exceptional customer experience
• Drive business requirements and implementation for customer success systems and tools, while ensuring consistency in global processes
• Create comprehensive documentation and enablement representing our process, systems, and policies
• Build, maintain, and monitor a comprehensive set of metrics and KPIs to measure the health and success of the Customer Success organization
• Interpret key metrics to identify business risks & opportunities by developing a strong understanding of the drivers behind performance
• Provide actionable recommendations and facilitate data-driven decisions with customer success leadership through exceptional business partnering and strategic thinking.

You have:

• 7+ combined of years experience in customer success operations, strategy and/or analytics; SaaS experience is a plus
• Salesforce Certified administrator preferred, with 5+ years managing systems and tools for customer success organizations
• Strong analytical skills with expertise in contextualizing SaaS sales performance indicators; experience building automated analytics and scorecards and complex models
• Proven ability to communicate, at an executive level, actionable recommendations that links data to business implications
• Experience with very large data sets across retention forecasting, white space analysis, customer usage and health
• Strong relationship builder across functions and organizational levels
• Desire to work in a fast-paced, challenging and exciting environment

The anticipated salary range is in addition to a total rewards benefit package including equity, health/dental/vision insurance, 401(k), unlimited paid time off, paid parental leave, fertility, and mental health programs etc.

Salary Range

$139,500—$180,000 USD

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.