Watershed

2 months ago

Head of Operations, Customer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Senior operator leading strategy, operating model, and forecasting for Watershed's Customer organization, overseeing retention/expansion, data & systems, and AI-driven workflows. Builds and scales the customer operations function, partners with leadership to set multi-year roadmaps, and ensures trusted inputs for leadership decisions. Based in New York with a focus on end-to-end customer lifecycle excellence and AI-enabled processes.

Location: New York

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Design the Customer org's operating model including org design, segmentation, engagement models, capacity planning, targets, P&L, performance frameworks, and incentives.
•Own retention, expansion, and capacity forecasting end-to-end with methodologies and models trusted by leadership and the Board.
•Run the Customer operating rhythm including OKRs, business reviews, budgeting, long-range planning, forecast reviews, and QBRs.
•Set the AI and technology strategy for the Customer org and ship AI-first workflows and enablement.
•Build the data infrastructure for real-time visibility into retention, expansion, adoption, service quality, health, and team performance across CRM, product, and operations.

Pay and Benefits

Salary: USD 200,000 - 245,000 annually

Key Requirements

•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.
•5+ years in direct management experience over teams of 3-6+ people, with a track record of hiring and developing operators.
•Experience driving a technology-first rebuild of a customer operations function at scale and strong convictions about what good looks like.
•Operationalized retention and expansion motions with renewal programs across complex cycles, and built customer health systems that changed team operations.
•AI is embedded in how you work and you have a clear viewpoint on how AI will transform Customer organizations; experience with Claude Code, Cursor, Clay or similar is a plus.

Experience:B2B SaaSAI

Skills:SalesforceSQLSigmaCRMData analysisLeadershipStrategic thinkingCollaboration

Tech Stack:SalesforceSQLSigma

Company Brief

Watershed

Provides enterprise software to measure, report, and reduce greenhouse gas emissions. Watershed helps companies model emissions, set reduction targets, track progress, and purchase high-quality carbon removals and offsets.

Industry: Climate Tech

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: San Francisco, United States

Founded: 2018

Website

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Watershed

2 months ago

Head of Operations, Customer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: New York

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Design the Customer org's operating model including org design, segmentation, engagement models, capacity planning, targets, P&L, performance frameworks, and incentives.
•Own retention, expansion, and capacity forecasting end-to-end with methodologies and models trusted by leadership and the Board.
•Run the Customer operating rhythm including OKRs, business reviews, budgeting, long-range planning, forecast reviews, and QBRs.
•Set the AI and technology strategy for the Customer org and ship AI-first workflows and enablement.
•Build the data infrastructure for real-time visibility into retention, expansion, adoption, service quality, health, and team performance across CRM, product, and operations.

Pay and Benefits

Salary: USD 200,000 - 245,000 annually

Key Requirements

•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.
•5+ years in direct management experience over teams of 3-6+ people, with a track record of hiring and developing operators.
•Experience driving a technology-first rebuild of a customer operations function at scale and strong convictions about what good looks like.
•Operationalized retention and expansion motions with renewal programs across complex cycles, and built customer health systems that changed team operations.
•AI is embedded in how you work and you have a clear viewpoint on how AI will transform Customer organizations; experience with Claude Code, Cursor, Clay or similar is a plus.

Experience:B2B SaaSAI

Skills:SalesforceSQLSigmaCRMData analysisLeadershipStrategic thinkingCollaboration

Tech Stack:SalesforceSQLSigma

Company Brief

Watershed

Industry: Climate Tech

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: San Francisco, United States

Founded: 2018

Website