Owns the end-to-end customer experience for the WasteX program, including onboarding, relationship management, value creation, ROI delivery, problem resolution, and retention. Partners with senior executives, frontline teams, and internal leaders to implement programs, improve products, and drive continuous growth. Requires strong business acumen, communication, analytical thinking, process discipline, and experience with technology platforms and SaaS models.
Job Summary & Responsibilities
Position Overview
The Customer Success Manager (CSM), WasteX at Conservice is the primary advocate for our customers' success, serving as the face of the WasteX program and owning the end-to-end customer experience. You will be accountable for the value created for our customers through three core pillars:
- Customer Value Creation: Actively involved in onboarding new relationships, working directly with senior executives and frontline roles to implement the program.
- Customer Management: Owning the long-term relationship to ensure increasing value through strong business acumen, problem-solving, and relationship-building.
- Internal Enablement: Collaborating with internal leaders to improve products and drive continuous growth. We seek problem solvers who excel as both individual contributors and people developers.
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Core Competencies
- Leadership: Demonstrate initiative and an ownership mindset; identify and execute value-creating opportunities for customers and internal operations.
- Problem Solving: Leverage structured thinking and a focus on root causes to plan and resolve complex issues.
- Customer Centricity: Embrace value creation as the driver for perpetual partnership; seek every opportunity to deliver ROI.
- Effective Communication: Manage expectations for both customers and internal stakeholders via comprehensive written and verbal communication.
- Operational Discipline: Utilize a firm grasp of processes, technology, and objective data to meet customer needs effectively.
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What This Role Offers
- High Visibility: Work in a role where efforts have a genuine impact on business results and internal operations.
- Revenue Ownership: Build deep customer partnerships that deliver measurable ROI for clients and drive long-term retention for Conservice.
- Career Growth: Opportunity to grow within an industry leader in the waste services and sustainability space.
Qualifications and Experience:
- Education: Bachelor’s degree in business, Environmental Engineering, Environmental Sciences, or similar.
- Professional Experience: 4–7 years of post-bachelor’s experience in a project-based environment (Customer Success, Consulting, or similar corporate roles).
- Industry Knowledge: Demonstrable experience in the waste and recycling industry is highly preferred.
- Technical Proficiency: Experience with technology platforms (ERPs, CRMs, or niche SaaS technologies) and an understanding of SaaS business models.
- Stakeholder Management: Proven ability to work across various functions and seniority levels (Frontline to C-Suite).
- Analytical Skills: Strong understanding of process methodologies and the effective use of data to drive decisions.
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