Supervisor overseeing HCSC Customer Service team operations and performance. Coaching staff and ensuring alignment with strategic goals in a supportive environment.
About the role
- Mid-Market Customer Experience Manager managing customer portfolios for CurbWaste, enhancing value and partnerships throughout the customer lifecycle.
Responsibilities
- Own a focused portfolio of customers end-to-end and help them get real value from our product.
- 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.
- Develop deep relationships, understand workflows at a granular level, and help co-build solutions alongside customers.
- Partner with Product, Engineering, Support, and Sales to bring structured customer insight into everything we build.
- Shape product direction—not just react to it.
- 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.
- Run structured check-ins and lead high-quality Quarterly Business Reviews (QBRs).
- Prepare and lead insight-driven conversations that go beyond status updates.
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
- **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
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
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