Customer success manager, strategic

Watershed is on a mission to help companies measure, reduce, remove, and report their emissions. Our success is defined by the success of our customers — we’re looking to bring on early members to our Customer Success team to help our customers successfully embark on their climate journeys.

Our Strategic Customer Success Managers (CSMs) own the relationship with our largest customers, helping them navigate the climate world, Watershed’s offerings, and their own organizations to accomplish their goals. CSMs dive deep with customers to understand their business and how to best support them on their climate journeys — leveraging the power of Watershed’s broader teams to accomplish this.

You will:

• Be responsible for the end-to-end experience of our customers
• Build trust with key stakeholders and Executives working with major financials institutions and F500 companies.
• Help customers understand and use the product to achieve business outcomes: from building their carbon footprint, to reporting, to setting and achieving their climate plans.
• Serve as the voice of the customer to the company and to leadership on how we can better serve customers to maximize value and retention; you’ll in turn also help customers understand the value Watershed delivers to their business.
• Be at the forefront of our product development: Your customers’ needs will often be the driving force for Watershed’s product strategy – You’ll be a critical driver in helping us build and deliver for these customers.
• Become deeply familiar with your customers’ businesses, organizations, and climate initiatives — You’ll be responsible for helping them unblock climate journey progress.

You might be a fit if you:

• Have relevant CSM experience in a SaaS organization, working with directly with some of the largest companies in the world
• Have a track record of success building relationships, especially with strategic customers (10,000+ employees) at an executive level.
• Ask the right questions to understand people’s underlying needs and can work with sales, product, and services leadership to deliver on those.
• Have excellent communication skills, both written and verbal. You have experience working in enterprise level customer-facing work.
• Are extremely organized — you're able to balance many moving pieces across the various customers in your portfolio, and have a proven project management track record.
• Enjoy learning new things. You’re excited by the challenge of learning a new space.
• Are excited to join a startup and are ready to take responsibility for building a function from the ground up.

The role may include up to 10%+ travel.