Implementation lead

The role

We’re looking for a customer-focused problem solver to join our Implementation team. You’ll lead end-to-end deployments of Watershed for our largest and most complex strategic accounts - translating goals into clear plans, finding solutions to customer needs, orchestrating cross-functional work, and building customer confidence.

You’ll design scalable systems and processes for repeatability while also solving complex, bespoke needs for our largest customers. You’ll partner closely with product, engineering, advisory, customer success, and external partners to keep momentum high and outcomes measurable. This is a unique opportunity to play a critical role driving the success of Watershed’s customer base.

You will:

• Own and deliver implementations from kickoff to wrap-up: run discovery, map milestones, manage risks, and drive crisp execution

• Serve as the customer’s primary point of contact during implementations, building high‑trust relationships across technical and non‑technical stakeholders

• Design out-of-the-box, creative solutions that meet customer needs, leveraging existing product and services and generating insight into potential future needs

• Develop a deep understanding of Watershed’s product and services to guide customers on what’s possible and make smart trade‑offs

• Conduct enablements for customers on using complex Watershed features

• Coordinate internal and customer teams, sequence dependencies, and renegotiate timelines when inputs change

• Act as the voice of the customer to product and engineering, surfacing patterns, blockers, and feature requests that inform the roadmap

• Build scalable playbooks, tooling, and processes that make implementations faster, more consistent, and measurable over time

You might be a fit if you:

• Have 3-6+ years in management consulting, solutions, or software implementation, preferably at a B2B SaaS company. You have experience leading customers through complex programs or projects

• Take pride in your ability to learn new concepts quickly and thrive operating in a high-volume environment

• Love to sweat the details, but are also able to zoom-out and see the big picture

• Are a systems thinker who brings structure, clarity, and momentum to ambiguous problems

• Are excellent at communicating clearly with technical and non‑technical audiences to introduce new concepts and drive alignment

• Love working on multiple workstreams simultaneously, juggling multiple balls and keeping stakeholders accountable

• Have a keen eye for identifying risks and drive mitigation plans to keep projects on track

• Are an early adopter of AI solutions and excited to use them to drive impact

This position is required to be in person in our New York office 4 days per week.