Customer success manager, strategic
At a glance
Mid-level Customer Success role at Watershed. London · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Own outcomes for a focused group of major customers, including retention, expansion, and measurable impact
- Build senior customer relationships that connect sustainability information with business decisions
- Run customer roadmaps, planning, and executive business reviews
- Bring customer needs into product planning and coordinate internal teams around delivery
- Help complex organizations adopt new processes while partnering with Sales on renewals and growth
What you bring
- At least seven years working with enterprise SaaS and global strategic accounts through customer success, consulting, or solutions
- A track record of earning executive trust while improving renewals and account expansion
- Strong executive communication skills, including the ability to connect sustainability data with strategy
- Experience guiding large organizations through operational or behavioral change
- Commercial judgment, strong organization, and the ability to manage several enterprise accounts
Who this fits
This suits a senior customer success professional who can work with executives, navigate complex organizations, and connect sustainability data to strategy. The role may require up to twenty percent travel and expects four office days each week where a Watershed office exists, unless the position is designated remote. Offices are listed in San Francisco, New York, London, Mexico City, Denver, Sydney, Paris, and Berlin.
From the employer
About Watershed
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. 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, New York, Denver, London, Paris, Berlin, Sydney, Mexico City, and remote team members across the US and Europe. We hope that you'll be interested in joining us!
The role
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 founding members of 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.
What you’ll do:
Own success for a small set of high-value customers, driving retention, growth, and impact.
Build trusted executive relationships, showing how sustainability data drives strategy.
Lead planning and governance with customers through roadmaps and executive reviews.
Represent the customer internally to shape product priorities and strategy.
Navigate complex customer organizations and coordinate internal teams to deliver value.
You might be a fit if you:
7+ years in enterprise SaaS (CSM, consulting, or solutions) with global strategic accounts.
Proven success building executive relationships and driving retention and expansion.
Strong communicator with C-suite presence, able to link sustainability data to strategy.
Skilled in change management, helping large organizations adopt new ways of working.
Commercially fluent, partnering with Sales on renewals and growth.
Highly organized, managing multiple enterprise accounts while driving outcomes.
Curious and adaptable, eager to make sustainability data the next frontier of business intelligence.
The role might include up to 20% travel.
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.
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