Customer success manager, enterprise

Watershed; Greater London; On-site; GBP 70,000 - 100,000; Full time

Job summary

Watershed in London is seeking an experienced Customer Success Manager to own the end-to-end experience for Enterprise customers in the EMEA region. You’ll onboard clients to the dashboard, help them gather carbon data, and support them to set and achieve climate plans.

You’ll collaborate with sales, product and services to maximise value and retention, and you’ll champion Watershed’s offerings and carbon marketplace across a growing customer base.

Qualifications

• 5+ years of CSM experience with enterprise customers.
• Experience working in the EMEA region.
• Proven track record building executive-level relationships.
• Excellent written and verbal communication.
• Strong project management and organizational skills.
• Interest in joining a mission-driven startup and building a function from the ground up.
• Willingness to travel up to 10%.

Responsibilities

• Own the end-to-end customer experience for Enterprise customers in the EMEA region.
• Onboard customers to the Watershed dashboard and collect carbon data.
• Educate customers on value, retention, and Watershed’s carbon marketplace.
• Collaborate with sales, product and services to maximize customer outcomes.

Skills

CSM experience

Enterprise customers

EMEA market

Executive relationships

Communication skills

Project management

Startup mindset

Willingness to travel

Job description

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 mission oriented Customer Success managers, 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.

We are looking for this hire to be based in our HQ in London.

You will:

• 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; you'll onboard them onto the dashboard, equip them to gather the information they need about their carbon footprint, and will 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; you’ll in turn also help customers understand the value Watershed delivers to their business.
• Become deeply familiar with your customers’ businesses and climate — You'll educate your customers on the space and will help them hit milestones along their climate journey.
• Help customers understand and use Watershed’s carbon marketplace — integrating carbon removal into their climate plans.

To be successful in this role you:

• Will have 5+ years of relevant CSM experience, in a SaaS organisation working with Enterprise Customers.
• Proven success working within the EMEA market.
Have a track record of success building relationships at an executive level.
• Ask the right questions to understand people’s underlying needs and can work with sales, product, and services teams to deliver on those.
• Have excellent communication skills, both written and verbal.
• Are extremely organised — 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.

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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