Customer success manager, strategic

Watershed; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading sustainability platform in London is seeking a Strategic Customer Success Manager to own the relationships with large customers and guide their sustainability efforts. Candidates should have experience in customer success management, strong communication skills, and a track record of engaging executive-level clients. This role requires managing multiple complex relationships and contributing to product development based on customer needs. Must be willing to work from the office four days a week.

Benefits

Inclusive recruitment process

Accommodations for interview needs

Work from office four days a week

Qualifications

• Experience working with large organizations (10,000+ employees).
• Track record of building relationships at an executive level.
• Ability to uncover customer needs through effective questioning.
• Experience engaging enterprise-level customers.

Responsibilities

• Manage end-to-end experience of strategic customers across EMEA.
• Build trust with executives at major companies.
• Help customers understand and use the platform effectively.
• Serve as the voice of the customer within the organization.
• Contribute to product development based on customer needs.

Skills

Customer Success Management experience

Strong communication skills

Project management skills

Ability to manage complex relationships

Job description

Location

London

Employment Type

Full time

Department

Customer, Customer Success

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, 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

Our Strategic Customer Success Managers (CSMs) own the relationship with our largest customers, helping them navigate the sustainability landscape, Watershed’s platform, and their own organisations to accomplish their goals. You’ll do whatever it takes to get these companies onto Watershed and help them be effective. CSMs dive deep with customers to understand their businesses and how to best support them on their sustainability journeys — leveraging the expertise of Watershed’s broader teams along the way.

What you’ll do

• Be responsible for the end-to-end experience of our strategic customers across EMEA.
• Build trust with key stakeholders and executives at major financial institutions and FTSE100/Fortune 500 companies.
• Help customers understand and use our platform to achieve tangible outcomes: from building their carbon footprint, to reporting under regulations like CSRD, to setting and achieving ambitious sustainability plans.
• Serve as the voice of the customer within Watershed, influencing product, services, and leadership on how we can better serve customers to maximise value and retention. In turn, you’ll also help customers clearly understand the value Watershed delivers to their business.
• Be at the forefront of product development: your customers’ needs will often shape Watershed’s roadmap, and you’ll play a critical role in driving this.
• Become deeply familiar with your customers’ businesses, organisations, and sustainability initiatives — you’ll be responsible for helping them unblock progress on their sustainability journey.

You might be a fit if you:

• Have relevant CSM experience in a SaaS organisation, working directly with some of the largest companies in the world.
• Have a track record of success building relationships with strategic customers (10,000+ employees), including at an executive level.
• Aren''t adept at asking the right questions to uncover underlying needs, and can work cross-functionally with sales, product, and services leadership to deliver results.
• Have excellent communication skills, both written and verbal, with experience engaging enterprise-level customers.
• Are highly organised — able to manage multiple complex relationships and projects simultaneously.
• Have proven project management skills and attention to detail.
• Are energised by learning new things and tackling complex challenges in a fast-evolving space.
• Are excited to join a startup and are ready to take responsibility for building a function from the ground up.

Additional details

• This role is based in London.
• The role may include up to ~10% travel across Europe.

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 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.