Customer Success Manager (West Coast)

Routeware, Inc. is an industry leader in providing software and data analysis for waste and recycling programs. As a Customer Success Manager, you will guide municipalities and haulers in leveraging digital communication and fleet management software to enhance their waste management operations, ensuring customer satisfaction and product utilization.

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

Requirements:

• 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
• Experience in a SaaS industry
• Prior Customer Success experience
• Knowledge of waste management industry practices (collection systems, diversion programs, etc.)