Mid-Market Customer Experience Manager

CurbWaste • New York, NY

2d • $125,000 - $135,000

About The Position

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.

Requirements

• 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
• 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.

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed