# Head of Customer Operations

**Company:** [Watershed](https://hotfix.jobs/companies/watershed)
**Location:** New York, NY
**Role:** Revenue Operations
**Salary:** $200k – $245k/yr
**Experience:** 10+ years
**Skills:** Salesforce, SQL, Sigma, CRM, Customer Success Operations, Retention Forecasting, Expansion Forecasting, Okr Management, Ai Workflow Automation, BI Tools
**Posted:** 2026-05-21

> Lead strategy and operations for Watershed's Customer organization (CS, Advisory, Support). Own operating model, forecasting, AI-first workflows, data infrastructure, and team leadership to drive retention, expansion, and operational excellence.

## Job Description

## Responsibilities
- Partner with the Head of Customer and leadership to design the Customer org's operating model: org design, segmentation, engagement models, capacity and headcount planning, targets, P&L, performance frameworks, and incentives.
- Own retention, expansion, and capacity forecasting end-to-end: methodology, models, and discipline that leadership and the Board trust.
- Run the Customer operating rhythm: OKRs, business reviews, budgeting, long-range planning, forecast reviews, customer performance reviews, and QBRs.
- Set the AI and technology strategy for the Customer org. Ship AI-first workflows, tooling, and enablement.
- Build the data infrastructure that gives leadership real-time visibility into retention, expansion, adoption, service quality, health, and team performance.
- Drive operational excellence: design, implement, and optimize customer-lifecycle processes and systems (post-sale handoffs, onboarding, expansion motions, renewal cycles, service quality, escalation processes).
- Own the Customer org's systems strategy: evaluate build vs. buy, integrate CRM, CS platforms, Support tooling, and product data into one operating stack.
- Build and lead the Customer Operations team: hire, develop, and set the bar for excellence.
- Drive cross-functional alignment across Customer, Product, Sales, Finance, and Data.

## Requirements
- 10+ years of inside customer-facing GTM experience in high-growth B2B SaaS or AI, including experience leading operations teams responsible for the end-to-end customer journey.
- 5+ years of direct management experience over teams of 3-6+; experience setting the bar, hiring, and developing operators.
- Experience driving a technology-first rebuild of a customer operations function at scale.
- Proven track record operationalizing retention and expansion motions, designing renewal programs, and building customer health systems.
- Strong point of view on how AI will change Customer organizations; experience with Claude Code, Cursor, Clay, or similar is a plus.
- Hands-on technical credibility with Salesforce (Flow, data model), SQL, and BI tools like Sigma.

## Nice-to-Haves
- Direct customer-facing leadership accountable for retention and expansion.
- Experience building customer health scoring that drives strategic engagement.

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