Customer success manager, enterprise

Watershed; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An innovative firm is seeking a Customer Success Manager to join their dynamic team in London. In this pivotal role, you will guide customers through their climate journeys, ensuring they effectively use the product to achieve their sustainability goals. As a key player in the EMEA region, you will leverage your SaaS experience and relationship-building skills to enhance customer satisfaction and retention. This is an exciting opportunity to shape the future of climate solutions in a mission-driven startup environment, where your contributions will directly impact the success of clients and the planet.

Qualifications

• Relevant CSM experience in a SaaS organization.
• Track record of success building relationships at an executive level.

Responsibilities

• Responsible for the end-to-end experience of customers in the EMEA region.
• Help customers onboard and achieve their climate plans.

Skills

Customer Success Management

SaaS Experience

Communication Skills

Project Management

Relationship Building

Job description

All open roles

Customer success manager, enterprise

Location

London

Type

Full-Time

Department

Customer Success

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About Watershed

Watershed is a software platform for running a world-class climate program. We measure our success in the carbon reduction achievements of our customers. 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 and London 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 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.

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 maximize 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 relevant CSM experience, in a SaaS organisation.
• 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. Y
• 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.

FAQ

Where does Watershed work?

We have hub offices in San Francisco, New York and London, and some remote team members in the US and EU. Most of our jobs need to be in San Francisco / New York / London, but certain jobs are open to being remote and will be specifically noted on the jobs page and in the job description.

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 screen (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 after that if the screens go well. We prioritize transparency and lack of surprise throughout the process.

Apply now