Customer Experience Manager

Role Overview

CurbWaste is an early-stage, venture-backed vertical SaaS company focused on modernizing the waste and recycling sector. Backed by $50M in funding and serving more than 150 customers, the company is building the operating system for an industry that keeps cities moving. The team values trust, accountability, high ownership, and a strong focus on customer value.

As a Customer Experience Manager, you will be responsible for a portfolio of accounts and for helping customers realize measurable results from the platform. This is a strategic, consultative role that goes beyond routine account management. You will work with customers through onboarding, adoption, and long-term growth, adapting your approach based on account complexity and business needs.

You will often be involved early in the customer lifecycle for more complex opportunities, helping validate workflows and establish trust during the sales process. You will then stay engaged through kickoff, go-live, transition, and handoff, before taking full ownership of the relationship. From there, you will lead retention efforts, renewals, and expansion conversations while serving as a strong voice for customers internally.

Key Responsibilities

• Manage a mixed portfolio of customers with different levels of complexity, serving as the main post-handoff contact.
• Develop strong customer relationships by defining success goals and aligning on operational outcomes.
• Take a proactive, advisory approach by anticipating customer needs and helping prevent issues before they surface.
• Adjust your support style to match each account, from high-touch strategic partnerships to scalable, trigger-based engagement.
• Track customer health closely and focus attention where it will create the greatest impact.
• Create an experience where customers feel informed, supported, and prioritized.
• Support higher-complexity sales opportunities by validating fit, workflows, and use cases during the sales cycle.
• Build relationships with key stakeholders early and set expectations before deal closure.
• Participate in major implementation milestones such as kickoff, go-live, and checkpoints to preserve continuity.
• Gather account context during implementation so you are prepared for a smooth handoff.
• Own customer training and enablement using formats such as one-to-one sessions, grouped training, and async support.
• Conduct regular check-ins and, when appropriate, lead quarterly business reviews.
• Monitor adoption, identify usage gaps, and recommend practical improvements.
• Convert product capabilities into clear business outcomes and continually reinforce value.
• Lead renewal planning 90 to 120 days before contract end and manage retention outcomes across your book.
• Partner with Sales on expansion and commercial discussions based on customer needs and maturity.
• Share detailed customer feedback, product gaps, and workflow challenges with Product, Engineering, and Support.
• Contribute to product direction through structured feedback and context-rich insights.
• Work with Support on escalations and maintain clear customer communication.
• Collaborate across Sales, Product, Support, and Implementation throughout the customer journey.
• Visit customers onsite for go-live support, ongoing success, advisory boards, user groups, and other events as needed.
• Share best practices and lessons learned across accounts to strengthen the customer community.

Additional Expectations

This position requires travel for customer meetings, onsite support, and industry events. Candidates should be comfortable traveling up to 50% of the time.

Requirements

• 2 to 5 years of experience managing customer accounts in a SaaS environment, with a strong record of building lasting customer relationships.
• Ability to handle a mixed book of business and know when to provide deep strategic support versus efficient scaled engagement.
• Strong communication skills with the ability to build trust across multiple stakeholders and user types.
• Comfort operating in both strategic and operational modes, including QBRs, value storytelling, outreach, training, and issue triage.
• Proactive ownership mindset with the ability to spot risks and opportunities early.
• Capability to understand complex operational workflows and turn them into practical guidance for non-technical users.
• Experience collaborating with Product, Sales, Implementation, and Support teams to improve customer outcomes.
• Strong accountability and time management skills, with the ability to run your portfolio independently.
• Knowledge of the waste industry or a related adjacent sector.
• Preferred background in vertical SaaS or another operationally complex industry such as logistics, waste, construction, or field services.
• Experience supporting onboarding or complex implementation processes is a plus.
• Exposure to different engagement models, from high-touch strategic accounts to scaled trigger-based books, is preferred.
• Experience working with Product teams and contributing to roadmap discussions through customer feedback is a plus.
• Familiarity with scaled enablement methods such as webinars, async content, and grouped training is helpful.
• Experience supporting sales cycles in a product or solutions capacity is desirable.
• Strong analytical ability to connect customer feedback with business outcomes such as ARR, retention, and expansion.
• Comfort with in-person relationship building and onsite customer engagement.

Compensation and Benefits

The expected annual salary for this role is $120,000 to $130,000, depending on experience.

• Opportunity to join a mission-driven team working to improve a critical industry.
• Competitive pay, flexible time off, and opportunities for learning and professional growth.
• Company-paid medical, dental, and vision insurance, plus a 401(k) plan.
• A diverse, inclusive, and supportive workplace that values individuality.

Location

This role is based in New York City, with a hybrid schedule of at least 3 days per week in the office.

Mission and Inclusion

CurbWaste is building software for waste operators, with the goal of improving how companies in the industry run their business and contribute positively to the environment. The company encourages applicants from underrepresented groups and maintains a non-discriminatory hiring policy across protected characteristics including race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy, genetic information, veteran status, sexual orientation, and other legally protected categories.