Customer Success Manager

Routeware, Inc. is the industry leader in software and data analysis for waste and recycling programs. The Customer Success Manager will help municipalities and haulers leverage digital communication and fleet management software, ensuring customer success and renewal of their subscriptions.

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
• Within Routeware, you will be the voice of the customer, working closely with Sales, Customer Support, Field Reps, and our Product team helping to steer future products
• You will be successful in this role if you can do a variety of work, like motivating customers to progress along a journey, setting goals and benchmarks, identifying ways to prove value, and sparking opportunities for growth
• Ultimately, you’ll be working to ensure municipalities and haulers use their Routeware products to their fullest potential to make educated decisions on waste program improvements

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.)