Manager, customer success

The role

You will hire, develop, and coach a team of Customer Success Managers. You will design and build scaled customer success strategies, playbooks, and AI-first engagement programs to drive customer outcomes.

What you will do

• Hire, develop and coach a team of Customer Success Managers
• Develop and help drive team to achieve key metrics, including customer satisfaction, retention, and expansion
• Design, build, and oversee strategy and programs for a Scaled Customer Success motion
• Leverage AI systems and tools to drive personalized scaled experiences
• Guide and support your team in delivering customer outcomes at scale
• Partner with your team to act as a key contact with Sr level stakeholders at customers
• Collaborate with product teams to provide actionable customer feedback
• Develop and implement processes and tools that help the CS function scale
• Be a representative of the CS function and Watershed leadership within the San Francisco office

Required qualifications

• Minimum of 5 years of experience in a Customer Success or similar role
• At least 2 years of management experience
• Background and experience with Customer Success in an Enterprise SaaS space
• Experience delivering and managing Scaled Customer Success programs for Mid-Market and Enterprise Customers
• Experience developing operational processes and delivering on key metrics in early stage/ high growth companies

Nice to have

• A passion for people development and coaching
• Great examples of working cross functionally to build products for customers

Before you apply

• Interview process starts with 1 to 2 conversations about Watershed, experience, and interests
• Next steps may include a skill or experience interview
• Next steps may lead to a virtual or in person interview panel

About the company

Watershed is the enterprise sustainability platform used by companies to manage climate and ESG data and drive decarbonization.