Customer success manager, strategic
- 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. In turn, you’ll also help customers clearly understand the value Watershed delivers to their business.
- Be at the forefront of product development: your customers’ needs will often shape Watershed’s roadmap, and you’ll play a critical role in driving this.
- Become deeply familiar with your customers’ businesses, organisations, and sustainability initiatives — you’ll be responsible for helping them unblock progress on their sustainability journey.
- 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-functionally 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.
- This role is based in London.
- The role may include up to ~10% travel across Europe.
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