Customer Experience Manager

New York City NY  |  Hybrid (3 days/week in office)  |  Full-Time

CurbWaste 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.

We’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.

• 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

This 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.

• 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

• Experience in a vertical SaaS or operationally complex industry (e.g. logistics waste construction field services)
• Background supporting complex implementations or onboarding processes
• Experience managing portfolios with varying engagement models from high-touch strategic accounts to scaled trigger-based books
• Experience working closely with Product teams and contributing to roadmap discussions through customer feedback
• Familiarity with scaled enablement approaches webinars async content cohorted training
• Experience supporting sales cycles as a product or solutions resource
• Strong analytical skills with the ability to connect customer feedback to business impact (ARR expansion retention)
• Comfort with onsite customer engagement and in-person relationship building

$120000-130000 annually based on experience. Salary ranges reflect our commitment to competitive transparent pay.

This 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 industry
• 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

This role is based in New York City (3 days/week minimum in office).

We 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.

What We Do

A software for haulers by haulers