Success means a Customer organization where structural calls like coverage and staffing are made with evidence rather than instinct, customer health scoring actually changes decisions, teams spend their time on customers instead of manual processes, and AI is embedded in how the team operates day to day.
You'll report to the Head of Customer Operations and join a small team of operators who each support a slice of the Customer organization.
This role is based in our New York or San Francisco office, with an expectation of 4 days per week in office.
You will
Design and implement the Customer operating model. Partner with Customer leadership across Customer Success, Advisory, and Support on:
Organizational design, segmentation, and customer engagement models
Capacity, staffing, and headcount planning
Target setting and performance frameworks
Own forecasting from the ground up. Retention, expansion, and services capacity - the methodology, models, and operating cadences that leadership actually trusts, and that surface risk and opportunity early enough to change the outcome
Build AI-first operational workflows across the customer lifecycle, along with internal tooling that changes how the team operates day to day
Lead strategic initiatives end to end. Drive complex, multi-workstream Customer org initiatives from conception through implementation. You'll frame problems alongside cross-functional partners, and co-build and co-own the result rather than handing over a recommendation
You might be a fit for this role if
You bring 5+ years experience in GTM Operations (CS Ops, RevOps, Strategy & Ops) at a high-growth B2B technology company, or a mix of top-tier strategy consulting and GTM Ops
You've supported customer-facing teams directly, especially Customer Success. You know how CSMs actually spend their week, you've owned the reporting and operating cadence behind a retention number, and you can tell a real risk or expansion signal from noise
You have demonstrated analytical excellence. You've built the forecasting models behind real leadership decisions, e.g., capacity, retention, expansion
You turn ambiguous problems into working systems. You independently take a vague strategic objective through to a plan, a build, and adoption - often as the only person on the problem - and you hold strong opinions about what good looks like
You're hands-on with GTM and BI tools like Salesforce, Gong, and Sigma. You build your own systems and partner with GTM Engineering on the bigger lifts. Bonus if you're adept with SQL and Salesforce administration, including automation and data model design
AI is already embedded in how you work. You've shipped AI workflows that other teams actually use, and you have a point of view on how Customer teams should evolve because of it
You're an exceptional communicator who influences without authority. You can drive alignment across Customer, Product, Data, Sales, and Finance when teams disagree
Must be willing to work from an office 4 days per week (except for remote roles)
Watershed has hub offices in San Francisco, New York, London, and Mexico City and satellite offices in Denver, Sydney, Paris, and Berlin. Where we have offices, employees are expected to be in office for 4 days per week. Certain jobs are open to being remote and will be specifically noted on the jobs page and in the job description if so.
What’s the interview process like?
It starts the same for every candidate: getting to know the team members through 1 to 2 conversations about Watershed, your experience, and your interests. Next steps can vary by role, but usual next steps are a skill or experience interview (e.g. a coding interview for an engineer, a portfolio review for a designer, deeper experience call for other roles) which leads to a virtual or in person interview panel. We prioritize transparency and lack of surprise throughout the process.
What if I need accommodations for my interview?
At Watershed, we are dedicated to ensuring an inclusive recruitment process. We provide reasonable accommodations for candidates with disabilities, long-term conditions, mental health needs, religious observances, neurodivergence, or pregnancy-related support requirements. If you need assistance during your process, please contact your recruiter.
