Watershed Foods, LLC

Head of Operations, Customer

New York City · Director

Sponsorship not specifiedDetected 62 days ago

SQLOKRsSalesforceCRMForecastingBudgetingPerformance ManagementCustomer SuccessLeadership

About the role

Watershed is on a mission to help companies measure, reduce, remove, and report their emissions.
Run the Customer operating rhythm: OKRs, business reviews, budgeting, long-range planning, forecast reviews, customer performance reviews, and QBRs.
Set the AI and technology strategy for the Customer org.

Martens use Watershed to manage climate and ESG data, produce audit-ready metrics for voluntary and regulatory reporting including CSRD, and drive real decarbonization.
Partner with the Head of
hire, develop, and set the bar.
Drive cross-functional alignment across Customer, Product, Sales, Finance, and Data.
Watershed is not big on titles, but this a Director equivalent position over an Operations team of 4 people to support the leaders of our Customer org (Customer Success, Services and Support).
Our ideal profile is someone who used to be in Customer Success, Services or Support, and then moved into Operations for the past 4-5+ years partnering with those similar customer functions.
Drive operational excellence.
Own the Customer org's systems strategy - what we build, what we buy, and how CRM, CS platforms, Support tooling, and product data stitch together into one operating stack.
Partner with GTM Engineering on the bigger lifts.

10+ years of inside customer-facing GTM experience in high-growth B2B SaaS or AI - with experience leading operations teams responsible for the end-to-end customer journey.
Experience in direct customer-facing leadership accountable for retention and expansion is a plus.
Experience driving a technology-first rebuild of a customer operations function at scale.
You have strong, experience-backed convictions about what good looks like and how to get there.
AI is embedded in how you work, and you have a sharp point of view on how AI will change Customer organizations over the next three years.
Experience with Claude Code, Cursor, Clay, or similar is a strong plus.
Hands-on technical credibility - fluent with Salesforce (Flow, data model), SQL, and BI tools like Sigma.
Hands-on enough to ship when it matters.

Build the data infrastructure that gives leadership real-time visibility into retention, expansion, adoption, service quality, health, and team performance - one source of truth across CRM, product, and operations.
We provide reasonable accommodations for candidates with disabilities, long-term conditions, mental health needs, religious observances, neurodivergence, or pregnancy-related support requirements.
You've operationalized retention and expansion motions, designed renewal programs that worked across complex cycles, and built customer health systems that actually changed how a team operated.

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.
Hundreds of enterprise customers - including 90+ of the Fortune 500 - rely on our Customer Success, Sustainability Advisory & Services, and Support teams to deliver on that mission.
We're looking for a senior Operations leader to lead strategy and operations to support our Customer organization.
At Watershed, we are dedicated to ensuring an inclusive recruitment process.

This listing is sourced directly from Watershed Foods, LLC's careers page and normalized into a canonical job model.