Customer success operations

The role

Watershed is on a mission to help companies measure, reduce, remove, and report their emissions. As our go-to-market teams grow in size and complexity, we’re looking for a highly motivated and experienced team member to join our Customer Success Operations team.

You’ll partner closely with Customer leadership to optimize strategy, plans, process, and systems across our customer success, advisory, and support teams. Success in this role requires a blend of strategic thinking, operational rigor, and strong cross-functional collaboration. You should be proficient in data analytics and able to translate insights into clear, actionable recommendations for senior executives.

You will:

• Drive cross-functional initiatives that improve implementation, customer retention, expansion, and ultimately customer value
• Partner with leaders across Customer Success, Support, RevOps, and Product to optimize strategy, processes, and systems that enable scalability and operational excellence, including:
  • Retention strategy, organizational design, customer engagement, target setting, headcount, and capacity planning
  • Territory planning, book balancing, and segment-level operational improvements
  • Post-sale handoff and onboarding workflows
• Build and operate retention forecasting, including methodology, analytics models, and recurring forecast and planning cadences
• Lead CS operating cadences, including customer reviews, QBRs, forecasting reviews, and planning cycles, in partnership with CS leadership
• Design and implement Customer Org-wide operating processes and frameworks, translating needs into clear system requirements in partnership with the Systems team
• Develop and maintain reporting and analytics that provide visibility into retention, expansion, product adoption, and team performance
• Use performance data to surface risks and opportunities and deliver actionable insights to support Customer leadership decisions
• Create and maintain clear documentation and operational enablement for Customer processes, systems, and policies

You might be a fit if you:

• 6+ years of experience in Customer Success Operations, Revenue Operations, or a related operational or analytical role, ideally in a SaaS environment
• Experience supporting Customer Success or other customer-facing teams; prior experience as a CSM or in a customer-facing role is a plus
• Strong analytical skills, with experience interpreting SaaS performance metrics and building reporting, dashboards, or forecasting models
• Working experience with customer systems and tools, such as Salesforce; administration experience is a plus but not required
• Experience working with BI or analytics tools (e.g., Sigma, BigQuery, or similar)
• Ability to translate data and analysis into clear, actionable recommendations for senior stakeholders
• Comfortable working with large datasets related to retention, expansion, customer usage, or customer health
• Strong cross-functional collaborator with the ability to build trust across teams
• A bias for action and comfort operating in a fast-paced, evolving environment