Customer Success Manager (West Coast)
Owns portfolio of ~100 customers in waste management SaaS, guiding them to success through best practices, data analysis, renewals, and expansion while collaborating cross-functionally. Requires strong communication, project management, and industry knowledge.
About the job
Responsibilities
- Take ownership of ~100 customers and ensure their success and renewal.
- Understand customers' needs, capabilities, and waste management strategy to help achieve goals.
- Consult on best practices, recommend promotion tactics, training, and feature utilization.
- Set benchmarks and expectations based on customer data.
- Analyze data and usage to recommend additional products or waste program improvements.
- Motivate customers to implement recommendations using success stories.
- Act as the voice of the customer, collaborating with Sales, Customer Support, Field Reps, and Product teams.
Requirements
- Great communication skills (written, verbal, instructional).
- Prior Customer Success experience preferred.
- Knowledge of waste management industry practices (collection systems, diversion programs) desired.
- Relationship building skills.
- Keen project management skills.
- Strong multi-tasking skills.
- Confidence as a trusted advisor.
- Ability to interpret metrics and make recommendations.
- Desire for others to succeed.
- Experience in SaaS industry.
- Ability to work productively in a distributed, remote environment.
Benefits
- Comprehensive benefits (medical with HSA, vision, dental, life insurance).
- Paid parental leave.
- Medical and Dependent FSA.
- 401K match.
- Unlimited PTO.
- 1 Volunteer day.
- Summer Fridays.
Skills
SaaS, Customer Success, Project Management, Data Analysis, Metrics Interpretation, Relationship Building, Waste Management, Fleet Management, Communication, Multi-Tasking
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