Watershed
Customer success operations lead
Watershed, San Francisco, California, United States, 94199
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 planningCustomer 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 cadencesDesign processes and workflows that delivers efficient and exceptional customer experienceDrive business requirements and implementation for customer success systems and tools, while ensuring consistency in global processesCreate comprehensive documentation and enablement representing our process, systems, and policiesBuild, maintain, and monitor a comprehensive set of metrics and KPIs to measure the health and success of the Customer Success organizationInterpret key metrics to identify business risks & opportunities by developing a strong understanding of the drivers behind performanceProvide actionable recommendations and facilitate data-driven decisions with customer success leadership through exceptional business partnering and strategic thinking.
You have:
7+ combined years of experience in customer success operations, strategy and/or analytics; SaaS experience is a plusSalesforce Certified administrator preferred, with 5+ years managing systems and tools for customer success organizationsStrong analytical skills with expertise in contextualizing SaaS sales performance indicators; experience building automated analytics and scorecards and complex modelsProven ability to communicate, at an executive level, actionable recommendations that link data to business implicationsExperience with very large data sets across retention forecasting, white space analysis, customer usage and healthStrong relationship builder across functions and organizational levelsDesire 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.
Salary Range
$139,500—$180,000 USD
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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 planningCustomer 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 cadencesDesign processes and workflows that delivers efficient and exceptional customer experienceDrive business requirements and implementation for customer success systems and tools, while ensuring consistency in global processesCreate comprehensive documentation and enablement representing our process, systems, and policiesBuild, maintain, and monitor a comprehensive set of metrics and KPIs to measure the health and success of the Customer Success organizationInterpret key metrics to identify business risks & opportunities by developing a strong understanding of the drivers behind performanceProvide actionable recommendations and facilitate data-driven decisions with customer success leadership through exceptional business partnering and strategic thinking.
You have:
7+ combined years of experience in customer success operations, strategy and/or analytics; SaaS experience is a plusSalesforce Certified administrator preferred, with 5+ years managing systems and tools for customer success organizationsStrong analytical skills with expertise in contextualizing SaaS sales performance indicators; experience building automated analytics and scorecards and complex modelsProven ability to communicate, at an executive level, actionable recommendations that link data to business implicationsExperience with very large data sets across retention forecasting, white space analysis, customer usage and healthStrong relationship builder across functions and organizational levelsDesire 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.
Salary Range
$139,500—$180,000 USD
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