POSITION OVERVIEW
We are seeking a dynamic and experienced Manager, Customer Success to lead a team of Customer Success Managers (CSMs) in delivering exceptional service and value to our municipal and private sector clients. This role is pivotal in driving customer satisfaction, retention, and expansion by optimizing team performance, refining processes, and enhancing systems. You will be responsible for mentoring a high-performing team, implementing scalable success strategies, and serving as a key liaison between customers and internal stakeholders.
KEY RESPONSIBILITIES
Team Leadership & Development
- Lead, coach, and develop a team of Customer Success Managers to exceed customer satisfaction, retention, and growth goals.
- Foster a culture of accountability, continuous learning, and customer-centricity.
- Conduct regular 1:1s, performance reviews, and career development planning.
Customer Success Strategy & Execution
- Define and implement scalable customer success strategies aligned with company goals.
- Oversee customer lifecycle management, including onboarding, adoption, renewal, and expansion.
- Establish and track KPIs to measure team performance and customer health.
Process & Systems Improvement
- Identify and implement improvements to customer success processes, tools, and systems (e.g., CRM, CS platforms).
- Collaborate with cross-functional teams (Sales, Product, Support, Marketing) to streamline workflows and enhance the customer journey.
- Leverage data and analytics to drive decision-making and proactive customer engagement.
Customer Advocacy & Relationship Management
- Act as an escalation point for high-impact customer issues and ensure timely resolution. This includes direct involvement with our high priority and highly escalated customers.
- Champion the voice of the customer internally to influence product development and service enhancements.
- Promote customer advocacy through case studies, referrals, and participation in user community events.
QUALIFICATIONS
Required
- 3+ years of direct people management experience in a Customer Success or Account Management role.
- 5+ years of experience in Customer Success, preferably in a SaaS or technology-driven environment.
- Proven track record of improving customer retention, satisfaction, and team performance.
- Strong understanding of customer success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM systems (e.g., Salesforce).
- Excellent communication, leadership, and interpersonal skills.
- Analytical mindset with the ability to interpret data and translate insights into action.
- Experience working with municipal or environmental services clients is a plus.
Preferred
- Experience in the waste management or fleet management industry.
- Familiarity with customer journey mapping and lifecycle frameworks.
- Certifications in Customer Success (e.g., SuccessHACKER, Pulse Academy) are a plus.
BENEFITS
- Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
- Paid parental leave
- Medical and Dependent FSA
- 401K match
- Unlimited PTO
- Ten company holidays
- 1 Volunteer day
- Summer Friday's
Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.