Customer Experience Manager

CurbWaste

Customer Experience Manager managing a portfolio of accounts to drive adoption and success for SaaS waste management platform. Building relationships and supporting customer operations throughout the lifecycle.

Posted 5/19/2026full-timeNew York City • New York • 🇺🇸 United StatesJuniorMid-Level💰 $120,000 - $130,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

2–5 years experience managing customer accounts in a SaaS environment, with a track record of building strong, long-term customer relationships
Ability to manage a blended book of business knowing when to go deep with strategic accounts and when to operate efficiently at scale
Strong communication skills with the ability to build trust across multiple stakeholders and personas
Comfort 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 arise
Ability to understand complex operational workflows and translate them into clear, actionable solutions for non-technical users
Experience working cross-functionally with Product, Sales, Implementation, and Support teams to drive customer outcomes
Strong sense of ownership and accountability, with the ability to manage your time and book independently
Knowledge or background in the waste industry or adjacent industries

Benefits

Comp & perks

Competitive salary, flexible time off, and ample opportunities for learning and development
Company-paid medical, dental, and vision coverage, plus 401k
Be part of a diverse, inclusive, and supportive culture where individuality is celebrated

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaScustomer account managementstrategic partnershipsoperational workflowsconsultative advisingissue triagetraining deliveryQuarterly Business Reviewscustomer feedback analysisupsell opportunities

Soft Skills

strong communicationrelationship buildingproactive mindsetownership and accountabilitytrust buildingadaptabilityconsultative approachcross-functional collaborationproblem anticipationtime management