[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Routeware, Inc. is the industry leader in providing software and data analysis for waste and recycling programs. As a Customer Success Manager, you will help municipalities and haulers leverage digital communication and fleet management software to improve their operations and ensure customer satisfaction.
Responsibilities
- Take ownership of ~100 customers assigned to you and are ultimately responsible for their success, and therefore renewal
- Understand your customers’ needs, capabilities, and waste management strategy, to help them achieve their goals
- Consult with customers on best practices throughout their journey with Routeware. Recommend promotion tactics, training, and feature utilization to ensure they get the most out of their solutions
- Set benchmarks and customer expectations based on real customer data
- Be equipped with a library of resources, success stories, KPIs, and coaching
- Analyze data and usage to make additional product and/or waste program recommendations
- Motivate customers to implement your recommendations, by leveraging other customer stories
- Provide value to both customers and end-users with modern waste management solutions
- Work closely with Sales, Customer Support, Field Reps, and our Product team helping to steer future products
Skills
- Several years of experience in Customer Success or in the waste management sector (municipal or private)
- Great communication skills (written, verbal, instructional)
- Relationship building skills
- Keen project management skills
- Strong multi-tasking skills
- Confidence to be a trusted advisor
- Ability to interpret metrics and make recommendations for improvement
- A desire for others to succeed
- Prior Customer Success experience is preferred
- Knowledge of waste management industry practices (collection systems, diversion programs, etc.) is desired
- Experience in a SaaS industry
Benefits
- Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
- Paid parental leave
- Medical and Dependent FSA
- 401K match
- Unlimited PTO
- 1 Volunteer day
- Summer Friday's
Company Overview