Head of Customer Operations

About the Company

Watershed is the enterprise sustainability platform. Companies like Airbnb, Carlyle Group, FedEx, Visa, and Dr. Martens use Watershed to manage climate and ESG data, produce audit-ready metrics for voluntary and regulatory reporting including CSRD, and drive real decarbonization.

Responsibilities

• Partner with the Head of Customer to design the Customer org's operating model, including org design, segmentation, and capacity planning.
• Own end-to-end retention, expansion, and capacity forecasting methodology and models.
• Run the Customer operating rhythm, including OKRs, business reviews, budgeting, and QBRs.
• Set the AI and technology strategy for the Customer org, shipping AI-first workflows and tooling.
• Build data infrastructure to provide real-time visibility into retention, expansion, adoption, and service quality.
• Drive operational excellence by optimizing customer-lifecycle processes from post-sale handoffs to renewal cycles.
• Own the systems strategy for CRM, CS platforms, and Support tooling.
• Build and lead the Customer Operations team through hiring and professional development.

Requirements

• 10+ years of customer-facing GTM experience in high-growth B2B SaaS or AI.
• 5+ years of direct management experience leading teams of 3-6+ people.
• Proven experience driving technology-first rebuilds of customer operations functions at scale.
• Experience operationalizing retention/expansion motions and building customer health systems.
• Strong technical proficiency with Salesforce (Flow, data model), SQL, and BI tools like Sigma.
• Deep understanding of how AI will transform Customer organizations.

Preferred Qualifications

• Experience in direct customer-facing leadership accountable for retention and expansion.
• Experience with tools like Claude Code, Cursor, or Clay.