Director of Customer Success
About The Position
Sourgum is transforming the $100B+ waste and recycling industry through cutting-edge technology that makes waste removal simpler, smarter, and more cost-effective. Our innovative haulsourcing platform powers high-quality waste and recycling services for businesses at significantly lower costs—saving our customers an average of 20%. Leveraging proprietary datasets, an advanced operating system, and a carefully curated network of 5,000+ trusted vendors, we help companies of all shapes and sizes streamline their operations while advancing sustainability efforts. We’re a fast-growing, venture-backed company (just closed our Series A!) on a mission to modernize an outdated industry — and we’re just getting started. Our investors include Spark Capital, Founder Collective, Suffolk Technologies, 186 Ventures, and River Park Ventures, the same funds that backed category-defining companies like Slack, Anthropic, Uber, Venmo, and Amazon Pharmacy. If you’re driven by the opportunity to build something groundbreaking, we’d love to meet you. The Team: Our Customer Success team is at the heart of how we build lasting relationships with our clients. They don’t just react to issues, they proactively partner with customers to help them onboard smoothly, get the most value out of our services, and achieve their goals. By acting as trusted advisors, the team helps drive adoption, reduce churn, and uncover opportunities for growth. In short, they make sure our customers feel supported, successful, and excited to keep growing with us.
Requirements
- 5+ years as an individual contributor in Customer Success or Account Management within a B2B SaaS or startup environment.
- 2-3 years managing a Customer Success team, ideally in a high-growth or startup setting.
- Proven experience as a player-coach—comfortable building strategy while still engaging directly with customers.
- Demonstrated ability to scale or grow a team and implement repeatable processes.
- Experience overseeing or closely partnering with Customer Support operations.
- Strong analytical skills and fluency with customer metrics, KPIs, and reporting.
- Exceptional communication, leadership, and problem-solving abilities.
- Startup DNA: resourceful, adaptable, thrives in fast-paced, evolving environments.
Responsibilities
- Lead and manage the Customer Success and Customer Support teams, providing coaching, mentorship, and career development.
- Define, track, and own KPIs across retention, expansion, NRR, CSAT, and support SLAs.
- Develop and implement scalable processes for onboarding, adoption, renewals, and issue resolution.
- Act as a player-coach: balancing leadership with direct customer engagement when needed.
- Partner cross-functionally with Sales, Product, and Operations to align customer needs with company strategy.
- Build and grow a best-in-class customer experience function that scales with company growth.
- Represent the customer’s voice in leadership discussions, influencing product roadmap and service delivery.
Benefits
- Company stock options as part of your compensation package, giving you the opportunity to share in our company's success and build long-term financial growth.
- A positive and collaborative work environment with a focus on innovation and sustainability.
- Flexible/Unlimited PTO
- Comprehensive benefits package including health insurance (medical, dental, vision, LTD, Life Insurance, etc.), retirement plans (401K).
- Access to hundreds of gyms, studios, and wellness apps—all through one easy membership provided by your Wellhub.
- Yearly Personal Development Budget
- Opportunities for professional development and career advancement within a growing company.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
