Customer Success Manager

Open CEDA; Greater London; On-site; GBP 70,000 - GBP 90,000; Full time

Job summary

A leading sustainability platform in London is seeking a Strategic Customer Success Manager. The role focuses on building trusted relationships with high-value customers, ensuring their success in sustainability efforts. Candidates should have over 7 years in enterprise SaaS, strong communication skills, and experience in change management. This role involves owning customer success and may require up to 20% travel. A commitment to working in office 4 days per week is expected.

Qualifications

• 7+ years in enterprise SaaS with global strategic accounts.
• Proven success in building executive relationships.
• Able to link sustainability data to strategy.

Responsibilities

• Own success for a small set of high-value customers.
• Build trusted executive relationships to drive strategy.
• Lead planning and governance with customers.

Skills

Enterprise SaaS

Customer Success Management

Strategic relationship building

Change management

Strong communication

Adaptability

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, 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 founding members of our Customer Success team to help our customers successfully embark on their climate journeys.

Our Strategic Customer Success Managers (CSMs) own the relationship with our largest customers, helping them navigate the climate world, Watershed’s offerings, and their own organizations to accomplish their goals. 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’ll do:

• Own success for a small set of high-value customers, driving retention, growth, and impact.
• Build trusted executive relationships, showing how sustainability data drives strategy.
• Lead planning and governance with customers through roadmaps and executive reviews.
• Represent the customer internally to shape product priorities and strategy.
• Navigate complex customer organizations and coordinate internal teams to deliver value.

You might be a fit if you:

• 7+ years in enterprise SaaS (CSM, consulting, or solutions) with global strategic accounts.
• Proven success building executive relationships and driving retention and expansion.
• Strong communicator with C-suite presence, able to link sustainability data to strategy.
• Skilled in change management, helping large organizations adopt new ways of working.
• Commercially fluent, partnering with Sales on renewals and growth.
• Highly organized, managing multiple enterprise accounts while driving outcomes.
• Curious and adaptable, eager to make sustainability data the next frontier of business intelligence.

The role might include up to 20% 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 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.