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 the global leader of our Support team to help ensure we’re enabling customers to succeed in managing their sustainability programs through Watershed.

As Head of Support, you’ll play a crucial role in designing, building, and scaling the Support function at Watershed. You’ll work cross-functionally with teams like Engineering, Customer Success, Revenue Operations, Advisory and Services, and many more to understand workflows, the product, and customer interactions to streamline processes through centralization into Support. You’ll not only be a key driver for the success of our customers and Watershed’s scaling efforts.

We want this person is located in either our New York City or Mexico City office ideally for central coverage, but we are also open to our San Francisco office. We’re not open for remote for this role.

You will:

  • Take ownership of Watershed support channels – setting the quality bar for how support engages with customers

  • Define key performance indicators (KPIs) and build out reporting to monitor and improve Support performance over time

  • Define the support strategy model including key investment areas across people, tools, and product

  • Hire, train, and manage a best-in-class support team

  • Help define the structure, profiles, and headcount needs for the function, and partner with post-contract leadership to build towards this

  • Look for opportunities to drive efficiency through scaled Support channels, and work with cross functional partners to evolve processes and practices

  • Define workflows and playbooks for how Support operates within Watershed and customer journeys

  • Serve as a key part of the voice of the customer, championing customer needs and feedback into the organization to influence product and service roadmaps

You might be a fit if you:

  • 10+ years of support, customer success, and / or professional services experience

  • Excellent people manager: at least 4+ years of managing or leading a team in support, including managing managers

  • Have strong analytical skills, and are excited to think through how to drive the right outcomes for customers and Watershed through data

  • Are able to thrive in a fast-paced, ever-changing environment and can handle navigating multiple, often competing, priorities

  • Are excited to scale out a new function. You are excited to join a startup and are ready to take responsibility for “doing” while “building”

  • Have excellent communication skills, both written and verbal. You have experience working in enterprise level customer-facing work

  • You are technically minded and are excited to go deep on Watershed’s product and the climate space

  • You’re excited to think through how to deploy and leverage SaaS tools to manage how the team works

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.

Apply now