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Manager, Customer success

Remote
7 days ago
Full time role

Company

Watershed

San Francisco, CA, USA

Watershed is the enterprise climate platform. Leading companies like Walmart, Stripe , Spotify, Klarna, and Twitter use Watershed's software to ...

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Job Description

About Watershed

Watershed is a software platform for running a world-class climate program. We measure our success in the carbon reduction achievements of our customers. We are looking for team members who love product-building, want to work hard at a mission-oriented startup, and will collaborate with us in shaping the culture of a growing team.

We have offices in San Francisco and London and remote team members across the US and Europe. We hope that you'll be interested in joining us!

The role

Watershed is hiring our first people manager for Customer Success! The team empowers our strategic and enterprise customers to measure, report and act with our enterprise climate platform at the core. This team has scaled up over the last 3 months globally and is looking for an experienced manager who cares deeply about developing, coaching and supporting a global, experienced team of CSMs.

You and your team will help build the customer success function from the ground up. You’ll be the voice for your team and for customers within the organization. You’ll work closely with product, sales and climate advisory teams in a new and evolving space to drive real impact towards customer’s climate goals.

As one of the early managers in a fast growing company, you’re setting culture for both your team and Watershed as a whole. You, along with the rest of Watershed’s leadership and people teams, are responsible for building a diverse, inclusive, and hard-working organization. The CSM team is primarily based in California and NYC, but we’re open to experienced remote leaders if you are willing to travel for in-person time with the team.

You will:

  • Hire, develop and coach a team of customer success managers
  • Develop and help drive team to achieve key metrics, including customer satisfaction and retention
  • Guide and support your team in managing their customers throughout their lifecycle, taking an active role in helping them drive engagement with Watershed’s products and services
  • Partner with your team to regularly engage with our customers and support their lifecycle with Watershed
  • Collaborate with our product teams and be the voice of the customer, providing regular and actionable customer feedback
  • Develop and implement processes and tools that help the CSM team scale and effectively support customers

You have:

  • A background leading customer success teams in an Enterprise SaaS space
  • A passion for people development and coaching
  • Great examples of working cross functionally to build products for customers
  • Experience developing metrics and processes in early stage/ high growth companies that drive towards operational excellence

The role may include up to 10%+ travel.

FAQ

What’s your approach to remote work?

Watershed is hiring team members on all US and EU time zones, and we’re committed to growing a long-term distributed team. We have hub offices in San Francisco and London, and remote team members from Oregon to New Jersey to Ireland. There may be certain jobs that need to be in San Francisco / London or certain locations, and will be specifically noted in the job description or in conversations.

What are Watershed’s return-to-office plans?

We reopened our San Francisco office in June 2021, and treasure the energy and collaboration that comes from working together in person. We’re particularly lucky to have a great rooftop outdoor space, where we can gather for lunch, one-on-one’s, and the occasional outdoor whiteboarding session. We’re also investing deeply to support remote as a first-class hub, with regular Zoom social times, an emphasis on transparency and written artifacts, and periodic offsites to gather everybody in person.

We’re a COVID-cautious company. The office is open to vaccinated team members with regular testing, and we’ll continue to pay close attention to case rates to ensure it’s safe for everybody.

Do I need X years of experience, climate experience, etc.?

No, Watershed is hiring team members with a broad range of prior experience, and we’d love to talk with you regardless of yours. We prioritize mentorship on the job. There maybe certain jobs that will need X years of experience, and will be specifically noted in the job description.

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 screen (e.g. a coding interview for an engineer, a portfolio review for a designer, deeper experience call for other roles) which leads to a (usually virtual) onsite interview after that if the screens go well. We prioritize transparency and lack of surprise throughout the process.

Watershed

San Francisco, CA, USA

Watershed is the enterprise climate platform. Leading companies like Walmart, Stripe , Spotify, Klarna, and Twitter use Watershed's software to ...

View Company Profile