Strategic Customer Operations Lead (AI-Driven)

Socket.dev; New York (NY); Hybrid; USD 170,000 - 240,000; Full time

Benefits offered by this job

Office hubs in SF, NY, London, Mexico 

Remote-friendly teams across US/Europe

Job summary

Watershed is seeking a hands-on operator to lead Customer Operations, partnering with leadership to design scalable operating models across Customer Success, Advisory and Support. Build AI-driven workflows, forecasting, and systems that move teams from instinct to evidence-based decisions.

You’ll own end-to-end initiatives, influence staffing and coverage, and drive an ops roadmap for a modern, AI-enabled customer organization.

Qualifications

• 5+ years experience in GTM Operations (CS Ops, RevOps, Strategy & Ops) at a high-growth B2B technology company, or mix of top-tier strategy consulting and GTM Ops.
• Directly supported customer-facing teams, especially Customer Success, with reporting and operating cadences behind retention metrics.
• Demonstrated analytical excellence; built forecasting models for capacity, retention, and expansion.
• Can turn ambiguous problems into working systems and own end-to-end implementation.
• Hands-on with GTM and BI tools (Salesforce, Gong, Sigma); SQL and Salesforce administration bonus.
• Has shipped AI workflows and understands how Customer teams should evolve due to AI.
• Excellent communicator who can influence across Customer, Product, Data, Sales, and Finance.

Responsibilities

• Design and implement the Customer operating model across Customer Success, Advisory, and Support.
• Own forecasting from the ground up, including retention, expansion, and services capacity.
• Build AI-first operational workflows and internal tooling for day-to-day operations.
• Lead strategic initiatives end to end, framing problems and co-building solutions with cross-functional partners.

Skills

GTM Ops

CS Ops

RevOps

Strategy & Ops

Salesforce

Gong

Sigma

SQL

Salesforce Admin

AI workflows

Tools

Salesforce

Gong

Sigma

Job description

Watershed is seeking a hands-on operator to lead Customer Operations, partnering with leadership to design scalable operating models across Customer Success, Advisory and Support. Build AI-driven workflows, forecasting, and systems that move teams from instinct to evidence-based decisions.

You’ll own end-to-end initiatives, influence staffing and coverage, and drive an ops roadmap for a modern, AI-enabled customer organization.