Customer Experience Manager

Customer Experience ManagerNew York City, NY | Hybrid (3 days/week in office) | Full-TimeAbout UsCurbWaste is a venture-backed, early-stage vertical SaaS company on a mission to modernize the waste and recycling industry.

Our customers are hard-working, no-frills operators running complex businesses with limited tools.

We’re here to change that.With $50M raised and the backing of top-tier investors, we serve over 150 customers who rely on CurbWaste’s all-in-one solution to power their operations.

But we’re just getting started.

Our ambition is to become the system of record for the waste industry and support the people who keep our cities running.At CurbWaste, we hold a high bar.

We believe in trust, ownership, and a relentless focus on delivering value.

We challenge each other to grow every day and live by values that shape how we show up:We’re building something meaningful, and we’re looking for big thinkers and humble warriors to join us.About the RoleWe’re looking for a Customer Experience Manager to own a portfolio of accounts and help them get real, measurable value from our platform.This isn’t a “check-the-box” CSM role.

You’ll act as a strategic partner, product expert, and industry advisor working closely with customers through onboarding, adoption, and long-term success to improve how they operate and scale.You’ll manage a blended book of accounts across varying levels of complexity.

How you engage each account depends on its needs: some require deep, consultative partnerships, while others are managed through proactive outreach and structured enablement.You’ll be part of the customer journey from the start.

For higher-complexity deals, that means engaging during the sales cycle to help with workflow validation and building early stakeholder trust.

You’ll join key implementation milestones like kickoff and go-live to build relationships and carry context forward.

After a structured handoff, you take full ownership.

You’ll own renewals for your book, you’re accountable for retention, and you’ll partner with Sales on expansion and commercial conversations.At CurbWaste, Customer Experience isn’t a support function, it’s the backbone of how we build the product and partner with the industry.

In this role, you won’t just manage accounts, you’ll develop relationships, understand workflows at a granular level, and help co-build solutions alongside customers.

Over time, this role becomes a true voice of the industry inside the company, helping shape product direction not just react to it.RequirementsWhat You’ll DoOwn a blended portfolio of accounts across varying complexity and engagement levels serving as the primary post-handoff point of contactBuild and maintain customer relationships defining goals, success criteria, and driving alignment against operational outcomesBe consultative and proactive, don't wait for customers to come to you with problems.

Anticipate needs, bring ideas, and help customers improve their operations before issues ariseAdapt your engagement approach based on account complexity from deep, multi-threaded strategic partnerships to efficient, trigger-based scaled supportProactively monitor and maintain account health, prioritizing time and attention where it will have the most impactProvide a thoughtful experience where customers feel supported, understood, and prioritizedFor higher-complexity deals, partner with Sales during the sales cycle helping validate product fit, workflows, and use cases as a consultative resourceBuild early stakeholder relationships and set clear expectations before the deal closesJoin key implementation milestones like kickoff, go-live, and checkpoints to maintain continuity without owning executionSupport best-practice conversations and surface product feedback with clear context throughout onboardingLearn account context, personas, workflows, and friction points during implementation so you’re ready for handoffRamp into the relationship during Transition to Success, preparing for a structured handoff from the Implementation teamTake full ownership of the customer relationship after handoffOwn ongoing customer training and enablement adapting delivery method (1:1, cohorted, async) to account needsRun structured check-ins and, where appropriate, lead Quarterly Business ReviewsMonitor account health and adoption; identify gaps in usage and proactively recommend improvementsTranslate product capabilities into real operational outcomes and continuously reinforce valueOwn renewals for your book of business you are accountable for retention and renewal outcomes across your portfolioBegin renewal preparation 90–120 days before contract end, reinforcing value, surfacing open issues, and aligning stakeholdersPartner with Sales on commercial conversations and upsell/expansion opportunities based on customer maturity and needsSurface customer feedback, product gaps, and workflow challenges with clear context to Product, Engineering, and SupportContribute to shaping product direction through structured, high-impact feedbackPartner with Support on escalated issues and ensure customers maintain clear, consistent communicationCollaborate closely with Sales, Product, Support, and Implementation throughout the customer lifecycleConduct customer engagements including onsite visits for go-live and ongoing success as neededSupport engagement initiatives like advisory boards, user groups, and customer eventsShare best practices and insights across customers to strengthen the broader ecosystemAdditional ExpectationsThis role includes travel to support customer engagements, onsite visits, and industry events as needed.

Candidates should be prepared to travel up to 50% of the time.What You’ll Need2–5 years experience managing customer accounts in a SaaS environment, with a track record of building strong, long-term customer relationshipsAbility to manage a blended book of business knowing when to go deep with strategic accounts and when to operate efficiently at scaleStrong communication skills with the ability to build trust across multiple stakeholders and personasComfort working both strategically (QBRs, value storytelling, consultative advising) and operationally (trigger-based outreach, scaled training, issue triage)Proactive mindset you anticipate challenges, identify opportunities, and take ownership of outcomes before issues ariseAbility to understand complex operational workflows and translate them into clear, actionable solutions for non-technical usersExperience working cross-functionally with Product, Sales, Implementation, and Support teams to drive customer outcomesStrong sense of ownership and accountability, with the ability to manage your time and book independentlyKnowledge or background in the waste industry or adjacent industriesNice to HaveExperience in a vertical SaaS or operationally complex industry (e.g., logistics, waste, construction, field services)Background supporting complex implementations or onboarding processesExperience managing portfolios with varying engagement models from high-touch strategic accounts to scaled, trigger-based booksExperience working closely with Product teams and contributing to roadmap discussions through customer feedbackFamiliarity with scaled enablement approaches webinars, async content, cohorted trainingExperience supporting sales cycles as a product or solutions resourceStrong analytical skills with the ability to connect customer feedback to business impact (ARR, expansion, retention)Comfort with onsite customer engagement and in-person relationship buildingBenefitsCompensation$120,000-130,000 annually, based on experience.

Salary ranges reflect our commitment to competitive, transparent pay.What We OfferThis is not just a job.

It’s an opportunity to make a real impact in a critical industry.Join a high-performing,

mission-driven team transforming a critical industryCompetitive salary, flexible time off, and ample opportunities for learning and developmentCompany-paid medical, dental, and vision coverage, plus 401kBe part of a diverse, inclusive, and supportive culture where individuality is celebratedLocationThis role is based in New York City (3 days/week minimum in office).Our MissionWe aim to change the way waste companies run their business.

We’re a software company founded by haulers and built for haulers.

We care about the environment and want to play a positive role in the future of the waste industry.

Software helps create solutions, and we are focused on being the leaders in change.At CurbWaste, we celebrate individuality and uniqueness.

We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great.

We strongly encourage people from underrepresented groups to apply.

We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.