Implementation lead

About the role

You will own the end-to-end delivery of Watershed implementations for strategic accounts, translating high-level goals into actionable and repeatable plans. You will act as the primary trusted advisor to customers, building high-trust relationships across both technical and non-technical stakeholders. You will design creative solutions by leveraging existing product capabilities while identifying future needs through pattern recognition. You will guide customers on what is possible within the platform, making informed trade-offs to keep projects on track and deliver measurable outcomes. You will facilitate enablement sessions to ensure customers can effectively use complex Watershed features. You will coordinate internal and customer teams, managing dependencies and timelines as inputs change. You will serve as the voice of the customer to product and engineering, surfacing insights that influence the roadmap. You will build scalable playbooks, tooling, and processes that increase implementation consistency and speed over time.

Key facts

What you'll do

• 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.
• Partner closely with product, engineering, advisory, customer success, and external partners to keep momentum high and outcomes measurable.
• Translate ambiguous customer requirements into clear project structures and executable plans.
• Proactively identify risks, define mitigation strategies, and monitor issues to maintain delivery timelines.
• Drive adoption of new features by aligning customer workflows with product capabilities during configuration.
• Establish and maintain metrics that track implementation health and customer satisfaction throughout the engagement.
• Lead post-implementation reviews to capture lessons learned and inform continuous improvement of the methodology.

Requirements

• 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.
• Must be willing to work from an office 4 days per week (except for remote roles).

Practical notes

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Location: London.

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Engagement: Full-time.

• 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 Denver, 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.
• 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.
• 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.