Manager, customer success

Watershed
San Francisco
Workplace: OnsiteFull timeUSD 190,080 - 211,200 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["People development","Coaching","Cross-functional collaboration","Customer advocacy","Operational excellence"]

Lead a North American Customer Success team supporting customers using the sustainability platform to measure, report, and scale climate and ESG progress. Build and refine a “scaled” Customer Success motion—shaping strategy, playbooks, systems, and tools for efficient, consistent outcomes, including 1:many engagement programs and AI-first approaches. Partner with Product, Sales, Support, and Sustainability Advisory to translate customer needs into improvements and drive metrics like satisfaction, retention, and expansion.

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FursaFursa
Watershed
Watershed
1 day ago

Manager, customer success

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Last checked: 11 hours agoStatus: Live

Job Summary

Lead a North American Customer Success team supporting customers using the sustainability platform to measure, report, and scale climate and ESG progress. Build and refine a “scaled” Customer Success motion—shaping strategy, playbooks, systems, and tools for efficient, consistent outcomes, including 1:many engagement programs and AI-first approaches. Partner with Product, Sales, Support, and Sustainability Advisory to translate customer needs into improvements and drive metrics like satisfaction, retention, and expansion.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Hire, develop, and coach a team of Customer Success Managers.
  • •Develop and drive team performance on customer satisfaction, retention, and expansion metrics.
  • •Design, build, and oversee a “Scaled” Customer Success motion using AI systems and tools; help global CS managers adapt it to new geographies.
  • •Guide the team to deliver customer outcomes at scale, including 1:many engagement strategies with Watershed’s products and services.
  • •Collaborate with product teams as the voice of the customer by providing regular, actionable customer feedback and implementing processes/tools to scale the CS function.

Pay and Benefits

Salary: USD 190,080 - 211,200 annually
Equity and Bonus:Equity
Perks:Equity

Key Requirements

  • •Minimum 5 years of Customer Success (or similar) experience, including at least 2 years of management experience.
  • •Experience in Enterprise SaaS Customer Success.
  • •Experience delivering and managing Scaled Customer Success programs for mid-market and enterprise customers.
  • •Passion for people development and coaching.
  • •Experience developing operational processes and delivering on key metrics in early-stage/high-growth environments.
Experience:5+ yearsEnterprise SaaSCustomer successSustainabilityESG
Skills:People developmentCoachingCross-functional collaborationCustomer advocacyOperational excellence
Tech Stack:AI

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