Customer success manager, strategic

Location: London

Employment Type: Full time

Department: 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.

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. 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.
• 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.
• Are adept at asking the right questions to uncover underlying needs, and can work cross-functional 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 which leads to a virtual or in person interview panel. We prioritise 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.