Customer operations

The role

You will design and build the operational backbone for Customer Success, Sustainability Advisory and Services, and Support teams. This includes creating engagement models, scalable systems, forecasting infrastructure, and AI-driven workflows.

What you will do

• Design and implement the Customer operating model.
• Partner with Customer leadership on organizational design, segmentation, and customer engagement models.
• Manage capacity, staffing, and headcount planning.
• Develop target setting and performance frameworks.
• Own forecasting for retention, expansion, and services capacity.
• Build AI-first operational workflows and internal tooling.
• Lead strategic initiatives from conception through implementation.

Required qualifications

• 5+ years experience in GTM Operations (CS Ops, RevOps, Strategy & Ops) at a high-growth B2B technology company, or a mix of top-tier strategy consulting and GTM Ops
• Experience supporting customer-facing teams directly, especially Customer Success
• Experience owning reporting and operating cadence behind a retention number
• Demonstrated analytical excellence in building forecasting models for capacity, retention, and expansion
• Ability to turn ambiguous problems into working systems
• Hands-on with GTM and BI tools like Salesforce, Gong, and Sigma
• Experience shipping AI workflows that other teams use
• Exceptional communicator who influences without authority

Nice to have

• Adept with SQL
• Salesforce administration, including automation and data model design

About the company

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