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 mission‑oriented Customer Success Managers based in London to help our customers successfully embark on their climate journeys. Our Customer Success Managers (CSMs) own the relationship with our customers, helping them navigate the climate world and Watershed’s offerings. 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. The role is based in Watershed’s HQ in London.
Responsibilities
- Be responsible for the end‑to‑end experience of our customers in the EMEA region.
- Help customers understand and use the product to achieve business outcomes; onboard them onto the dashboard, equip them to gather the information they need about their carbon footprint, and help them set and achieve their climate plans.
- Serve as the voice of the customer and provide internal feedback on how we can better serve customers to maximise value and retention; also help customers understand the value Watershed delivers to their business.
- Become deeply familiar with customers’ businesses and the climate space, educate them, and help them hit milestones along their climate journey.
- Help customers understand and use Watershed’s carbon marketplace – integrating carbon removal into their climate plans.
- Travel up to 10 % of the time.
Qualifications
- 5+ years of relevant Customer Success Manager experience in a SaaS organisation working with enterprise customers.
- Proven success working within the EMEA market.
- Track record of building relationships at an executive level.
- Ability to ask the right questions to understand underlying needs and collaborate with sales, product, and services teams to deliver on those.
- Excellent written and verbal communication skills.
- Highly organised, able to balance many moving pieces across a portfolio of customers, with a proven project‑management track record.
- Enthusiastic learner, eager to tackle a new space.
- Excited to join a startup and ready to take responsibility for building a function from the ground up.
- Willing to work from the office four days per week (remote roles excluded).
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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