CurbWaste

Customer Support

• Own a blended portfolio of accounts across varying complexity and engagement levels serving as the primary post-handoff point of contact
• Build and maintain customer relationships defining goals, success criteria, and driving alignment against operational outcomes
• Be 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 arise
• Adapt your engagement approach based on account complexity from deep, multi-threaded strategic partnerships to efficient, trigger-based scaled support
• Proactively monitor and maintain account health, prioritizing time and attention where it will have the most impact
• Provide a thoughtful experience where customers feel supported, understood, and prioritized
• For higher-complexity deals, partner with Sales during the sales cycle helping validate product fit, workflows, and use cases as a consultative resource
• Build early stakeholder relationships and set clear expectations before the deal closes
• Join key implementation milestones like kickoff, go-live, and checkpoints to maintain continuity without owning execution
• Support best-practice conversations and surface product feedback with clear context throughout onboarding
• Learn account context, personas, workflows, and friction points during implementation so you’re ready for handoff
• Ramp into the relationship during Transition to Success, preparing for a structured handoff from the Implementation team
• Take full ownership of the customer relationship after handoff
• Own ongoing customer training and enablement adapting delivery method (1:1, cohorted, async) to account needs
• Run structured check-ins and, where appropriate, lead Quarterly Business Reviews
• Monitor account health and adoption; identify gaps in usage and proactively recommend improvements
• Translate product capabilities into real operational outcomes and continuously reinforce value
• Own renewals for your book of business you are accountable for retention and renewal outcomes across your portfolio
• Begin renewal preparation 90–120 days before contract end, reinforcing value, surfacing open issues, and aligning stakeholders
• Partner with Sales on commercial conversations and upsell/expansion opportunities based on customer maturity and needs
• Surface customer feedback, product gaps, and workflow challenges with clear context to Product, Engineering, and Support
• Contribute to shaping product direction through structured, high-impact feedback
• Partner with Support on escalated issues and ensure customers maintain clear, consistent communication
• Collaborate closely with Sales, Product, Support, and Implementation throughout the customer lifecycle
• Conduct customer engagements including onsite visits for go-live and ongoing success as needed
• Support engagement initiatives like advisory boards, user groups, and customer events
• Share best practices and insights across customers to strengthen the broader ecosystem

Customer Experience Manager

Product Manager

• Own the product roadmap for Dispatch, Driver Mobile, and Routing — translating dispatcher and driver workflows into prioritized, well-scoped features the engineering team can execute
• Drive the continued build-out of our route optimization engine, including universal optimization across order types, constraint handling, and dispatcher-facing recommendation UX that builds trust over time
• Lead product development on the driver mobile app — improving stop workflows, GPS-based automation, turn-by-turn navigation, and the day-of experience for drivers in the field
• Own the dispatch product surface area — from day-of planning and order management to real-time visibility and route execution — ensuring dispatchers have the tools they need to run operations confidently
• Own the integration strategy for hardware and data providers that power field operations — including telematics, geofencing, camera systems, and scale integrations — ensuring CurbWaste surfaces the right data at the right moment in the workflow
• Conduct ongoing customer discovery with dispatchers and drivers — shadowing workflows, running interviews, and synthesizing qualitative insight into sharp product decisions
• Partner closely with engineering to define technical architecture tradeoffs, write detailed PRDs, and maintain high delivery quality across a complex, integration-heavy surface area
• Establish and track feature-level success metrics — from route optimization adoption to driver app stop completion rates — and use data to inform what to build next
• Work with Sales and Customer Success to close feedback loops, understand how the product performs in the field, and identify gaps that affect retention and expansion

Senior Product Manager – Dispatch & Driver Experience

• Manage, coach, and develop a team of support representatives through regular 1:1s, performance reviews, and career development planning
• Set clear team goals and KPIs (CSAT, first response time, resolution time, escalation rate) and hold the team accountable
• Build structured onboarding and ongoing training programs that ramp new hires to full readiness within 30 days and continuously deepen product and industry knowledge
• Develop team members into higher-level contributors, measurable through certification rates and reduced escalation volume over time
• Foster a high-performance, customer-first culture grounded in accountability, ownership, and continuous improvement
• Define and implement a tiered support model (Tier 1 / Tier 2) with clear ownership, responsibilities, and escalation paths
• Build and maintain playbooks and SOPs that enable the team to independently resolve 80%+ of inbound issues at Tier 1
• Establish clear criteria for ticket classification, escalation, and resolution expectations
• Continuously refine workflows to improve efficiency, consistency, and quality
• Set and uphold a white-glove standard for all customer interactions—urgency, clarity, and professionalism
• Own escalations and complex cases, serving as the final point of coordination before involving Head of CX, Product or Engineering
• Establish and enforce a standardized escalation framework including SLAs, communication expectations, and ownership across business hours and after-hours
• Own and manage the out-of-service-hours coverage plan, including rotation design, on-call ownership, escalation paths, and ensuring consistent customer experience outside standard hours
• Partner with customers during critical moments (post go-live issues, billing concerns, operational disruptions) to ensure successful outcomes
• Serve as a front-line point of contact for SMB accounts without a named CXM, partnering with the broader CX team to ensure these customers receive a consistent, high-quality experience
• Stay connected to the customer experience through ticket reviews and trend analysis while minimizing direct ticket ownership as the team scales
• Identify high-volume, repetitive tasks and drive automation through AI and tooling with the goal of measurably reducing manual ticket volume quarter over quarter
• Train and optimize AI agents (e.g., Intercom) to deflect Tier 1 inquiries with clear deflection rate targets and quality thresholds, and build AI-assisted workflows such as auto-triage, suggested responses, and proactive status updates
• Continuously evaluate and implement new tools and technologies to improve support scalability and response speed
• Build and maintain real-time dashboards tracking key metrics (response time, resolution time, escalation rate, deflection rate)
• Enable full visibility into team performance without requiring direct involvement in individual tickets
• Monitor trends and proactively adjust staffing, workflows, and processes to meet demand
• Drive accountability through data—owning weekly and monthly performance reporting against defined SLAs and surfacing corrective actions when targets are missed
• Aggregate and analyze tickets to identify recurring issues, failure patterns, and systemic gaps
• Translate support trends into clear, actionable insights for Product and Engineering with business and operational context
• Drive root-cause resolution by partnering with Product and Engineering through to shipped fixes, tracking reduction in repeat ticket volume for resolved issues
• Build and maintain a self-service knowledge base, continuously updated based on product changes and common support trends
• Collaborate with Implementation, Customer Experience, and Sales to ensure seamless handoffs and lifecycle support

Customer Support Manager

Growth Marketing

• You'll own the full revenue funnel. Marketing and sales are one team under you, not two separate worlds.
• SDR and AE are call-heavy roles. Response and conversion rates work better over the phone. Talk the talk and earn their trust.
• We sell to fleet sizes of 5 to 200+. SMB and mid-market targets.
• You'll shape how CurbWaste shows up in the market: paid, organic, events, partnerships, and word of mouth.
• You're joining a team focused on the win. Customer success means everything and we are only getting started.
• You'll learn from an experienced executive team comprised of industry and software experts. We are builders, passionate about solving hard problems.
• Develop and execute a comprehensive sales strategy to meet and exceed revenue targets, including market segmentation, pricing strategies, and sales tactics.
• Own the complete funnel from awareness through renewal, with clear handoff points and accountability metrics between marketing and sales.
• Identify and pursue new business opportunities, partnerships, and expansion strategies to drive top-line growth.
• Lead go-to-market planning for new features, geographies, and customer segments in close partnership with product and customer success.
• Partner with our Head of Marketing to build the marketing engine — paid channels, content, SEO, trade shows, and referral programs — with a clear eye on pipeline contribution, not just impressions.
• Define how CurbWaste is perceived in the waste hauler market. Ensure messaging resonates with blue-collar operators and is consistent across every touchpoint.
• Own the growth budget and make data-driven decisions on where to invest across marketing and sales to hit CAC and pipeline targets.
• Recruit, train, and lead a high-performing revenue team — SDRs, AEs, and marketers — providing mentorship and a clear path to success.
• Implement and optimize sales processes, tools, and systems to enhance efficiency across the full revenue org.
• Develop and monitor KPIs — including CAC, LTV, MQL-to-SQL conversion, ACV, and payback period — and report on performance to the executive team.
• Build and maintain strong customer relationships, understanding their needs and delivering solutions that drive real value.
• Stay ahead of industry trends, competitive dynamics, and customer feedback to inform both product development and go-to-market strategy.

Head of Growth

Artificial Intelligence

• Define and own the company's AI product strategy, working directly with the CEO, Head of Product, and engineering leadership to align roadmap priorities with market opportunity.
• Lead product discovery, prioritization, and go-to-market planning for AI-powered features and products.
• Partner with engineering to establish responsible AI practices: evals, safety reviews, and quality standards for AI outputs.
• Track and communicate the measurable impact of AI product initiatives to leadership and the board.
• Build and run the internal AI adoption program — auditing workflows, identifying high-ROI automation opportunities, and driving change management across all functions.
• Evaluate the AI vendor and tooling landscape, own key relationships with model providers, infrastructure partners, and third-party integrations.
• Lead cross-functional initiatives spanning engineering, design, sales, and operations with clear accountability and measurable outcomes.
• Develop and monitor KPIs for AI initiatives including time saved, cost reduced, quality improved, product adoption and report to the executive team.

Customer Experience Manager

Senior Product Manager – Dispatch & Driver Experience

Customer Support Manager

Head of Growth

Head of AI