Customer success manager, enterprise in City of Westminster

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, Denver, London, Paris, Berlin, Sydney, Mexico City, and remote team members across the US and Europe.

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 mission oriented Customer Success managers, in London, 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; onboard them onto the dashboard, equip them to gather the information they need about their carbon footprint, and 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 maximise value and retention; help customers understand the value Watershed delivers to their business.
• Become deeply familiar with your customers’ businesses and climate — educate them on the space and 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 5+ years of relevant CSM experience, in a SaaS organisation working with Enterprise Customers.
• 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.
• Be extremely organised — 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 and be excited by the challenge of learning a new space.
• Be excited to join a startup and be ready to take responsibility for building a function from the ground up.

The role may include up to 10%+ travel. Must be willing to work from an office 4 days per week (except for remote roles). Employees are expected to be in office 4 days per week where we have offices. Certain jobs are open to being remote and will be specifically noted on the jobs page and in the job description if so.