Mid-Market Customer Experience Manager

We’re looking for a Mid-Market Customer Experience Manager to own a focused portfolio of customers end-to-end and help them get real value from our product.

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 from the sales cycle through onboarding, adoption, and long-term success to improve how they operate and scale.

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 deep relationships, understand workflows at a granular level, and help co-build solutions alongside customers.

You’ll also play a key role internally, partnering with Product, Engineering, Support, and Sales to bring structured customer insight into everything we build. Over time, this role becomes a true voice of the industry inside the company, helping shape product direction—not just react to it.

• Manage a high-touch portfolio of mid-market accounts and serve as the primary point of contact
• Build multi-threaded relationships across stakeholders and operate as a true partner to the business
• Define success criteria with customers and drive alignment against their operational and strategic goals
• Act as a trusted advisor by deeply understanding customer workflows, challenges, and industry context
• Guide customers on how to best leverage the product to improve operations and outcomes
• Provide a high-touch, thoughtful experience where customers feel supported, understood, and prioritized
• Operate with a partnership mindset—helping customers solve problems, not just use software
• Play an active role during onboarding and implementation, especially for more complex accounts
• Lead working sessions to support workflow design, configuration, and best practices
• Ensure customers are set up for long-term success from day one
• Translate product capabilities into real operational outcomes
• Identify gaps in usage and proactively recommend improvements
• Continuously reinforce and prove the value customers are getting from the platform
• Run structured check-ins and lead high-quality Quarterly Business Reviews (QBRs)
• Prioritize your time intentionally to ensure the right accounts receive the right level of attention
• Stay ahead of risks, issues, and opportunities across your book
• Deliver hands-on training tailored to customer workflows and use cases
• Drive adoption of new features through targeted 1:1 engagement and structured rollout strategies
• Ensure customers continuously expand how they use the product over time
• Conduct strategic customer engagements, including onsite visits when appropriate
• Prepare and lead insight-driven conversations that go beyond status updates
• Use in-person and virtual interactions to strengthen relationships and drive measurable outcomes
• Surface customer feedback, product gaps, and workflow challenges with clear context
• Partner with Support, Product, and Engineering to escalate and resolve issues
• Ensure customers feel heard and maintain clear, consistent communication
• Contribute to shaping product direction through structured, high-impact feedback
• Support engagement initiatives like advisory boards, user groups, and customer events
• Share best practices and insights across customers to strengthen the broader ecosystem
• Help build a stronger connection across the customer base over time
• Collaborate closely with Sales, Product, Support, and Implementation teams
• Reinforce value during renewals and key customer moments
• Help improve the overall customer experience across the lifecycle
• Partner with Sales early in the deal cycle to understand customer needs, workflows, and success criteria
• Act as a light solutions engineer by helping validate product fit, workflows, and use cases during the sales process
• Build early relationships with key stakeholders to ensure a smooth transition from sale to onboarding
• Provide continuity from pre-sale through implementation and long-term success
• Help set clear expectations with customers around product capabilities, workflows, and outcomes

Additional Expectations

This role includes travel to support customer engagements, onsite visits, and industry events as needed. Candidates should be comfortable traveling approximately ~50% of the time.

What You’ll Need

• 3-5 years experience managing mid-market or complex SMB customers in a SaaS environment, with a track record of building strong, long-term customer relationships
• Ability to operate as a true partner to customers—understanding their business, workflows, and goals, and helping them improve how they operate
• Strong communication skills with the ability to build trust across multiple stakeholders and personas
• Comfort working both strategically and hands-on, especially during onboarding, implementation, and problem-solving
• 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, and Support teams to drive customer outcomes
• Strong sense of ownership and accountability, with the ability to manage a book of business independently
• Knowledge/background in the waste industry or adjacent industries

Nice to Have

• Experience in a vertical SaaS or operationally complex industry (e.g., logistics, waste, construction, field services)
• Background supporting complex implementations or onboarding processes
• Experience working closely with Product teams and contributing to roadmap discussions through customer feedback
• Familiarity with running or participating in customer engagement programs such as advisory boards, user groups, or workshops
• 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)
• Experience managing multi-threaded accounts with multiple stakeholders and personas
• Comfort with onsite customer engagement and in-person relationship building

This is not just a job. This is a career, a chance to make a direct impact. Here’s how we help:

• Competitive salary range: $125k-$135k
• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
• Health benefits: Company-paid medical, dental, and vision
• 401k

Our Mission: 

We aim to change the way waste companies run their business. We are a software 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.