# Customer Value Lead

**Company:** [Watershed](https://hotfix.jobs/companies/watershed)
**Location:** New York, NY
**Role:** Customer Success
**Skills:** Account Management, Customer Success, Renewable Energy, Carbon Removals, Retention Forecasting, B2B Operations, Team Management, AI Tools, Process Automation, Contracting
**Posted:** 2026-03-06

> Own gross retention and decarbonization portfolios for enterprise customers. Build scalable delivery systems, quantify customer value, and manage a small operations team in a high-ownership environment.

## Job Description

## What you’ll do
- Own gross retention, including renewal forecasting, in close coordination with CSMs, Sales, and Account Management.
- Build and manage customer decarbonization portfolios. Own procurement and fulfillment directly, and coordinate internal advisory experts to structure the right solutions for each customer.
- Make our impact clear to customers. Build the frameworks that help customers understand and quantify the value we deliver, and design the feedback loops that inform product direction.
- Bring product mindset to customer work. Translate what you're seeing in the field into actionable product feedback that sharpens our offering as we target more complex customers and problems.
- Scale the operations function. Manage and develop 1-2 operations team members responsible for credit tracking, verification, and retirement. Own the portfolio execution contracting motion end-to-end with Legal.
- Develop deep domain knowledge in renewable energy and carbon removals and use that expertise to drive better outcomes for customers.

## You might be a fit if you
- Have worked in post-sale, account management, or customer success at a complex B2B company and know how to build the systems and processes that make delivery repeatable from an early stage.
- Know how to help customers understand and quantify the value they're getting and can translate complex work into outcomes that hold up to executive and financial scrutiny.
- Are comfortable holding commercial outcomes: retention and forecasting.
- Operate credibly with senior customer stakeholders and can coordinate across subject matter experts to keep delivery on track.
- Have managed a small team and can raise execution standards without adding unnecessary process.
- Use AI and automation tools as standard practice.
- Are comfortable working in a zero-to-one environment and love going deep on new domains.
- Care about decarbonization and want to help customers make decisions they feel confident defending internally.
- Have a bias toward execution; you build systems, own outcomes, and move fast in ambiguous environments.

The role might include travel to customers as needed.

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