Director of Scaled Customer Success

Watershed; San Francisco (CA); On-site; USD 180,000 - 230,000; Full time

Job summary

Watershed is seeking an experienced Customer Success leader to head the North American CS team from our San Francisco base. You will build and coach a team of CSMs, shape scalable CS motions, and partner with Product, Sales and support to ensure customer outcomes and growth.

The role focuses on developing, coaching, and scaling the CS organization with an emphasis on AI-enabled, 1:many engagement strategies across Mid-Market and Enterprise clients.

Qualifications

• Minimum of 5 years in a Customer Success or similar role, including at least 2 years of management experience.
• Background with Enterprise SaaS Customer Success.
• Experience delivering and managing Scaled CS programs for Mid-Market and Enterprise customers.
• A passion for people development and coaching.
• Strong cross-functional collaboration to build products for customers.
• Experience establishing operational processes and metrics in fast-growth companies.

Responsibilities

• Hire, develop and coach a team of Customer Success Managers
• Develop and drive the team to achieve key metrics: customer satisfaction, retention, and expansion
• Design, build, and oversee scaled CS programs; leverage AI systems to deliver personalized scaled experiences
• Guide the team in delivering customer outcomes at scale with Watershed products
• Partner with senior customer stakeholders and support lifecycle activities
• Collaborate with Product to incorporate customer feedback and improve services
• Develop and implement scalable CS processes and tools
• Represent CS and Watershed leadership in the San Francisco office

Skills

Customer Success

Leadership

Enterprise SaaS

Coaching

Team development

Tools

AI systems

Job description

Watershed is seeking an experienced Customer Success leader to head the North American CS team from our San Francisco base. You will build and coach a team of CSMs, shape scalable CS motions, and partner with Product, Sales and support to ensure customer outcomes and growth.

The role focuses on developing, coaching, and scaling the CS organization with an emphasis on AI-enabled, 1:many engagement strategies across Mid-Market and Enterprise clients.