Customer Success Manager

About Routeware, Inc.

Routeware is the industry leader in providing software and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations save time and money, increase efficiency, improve safety and help make our world a greener place.

Based in Portland, Oregon, the company employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one platform to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative.

Our Mission:

• Transform waste collection to drive a better future for generations to come.

Our Values:

• Adaptability - The waste industry and technology are ever-changing, and the Routeware team never stops adapting to be at the forefront of technology innovation, supporting our customers to stay ahead.
• Mission-driven - At Routeware, it matters to us that our work has a lasting positive impact on our customers' outcomes, our fellow team members' well-being, and the long-term sustainability of our environment.
• Human-first - While technology drives our products; the real, live, caring people at Routeware are the true drivers of meaningful outcomes for our customers.

Position Overview 

As a Customer Success Professional, you will help municipalities and haulers leverage digital communication and fleet management software, as well as hardware solutions to better their solid waste management operations. 

Leveraging a best practice model, you will guide customers along their journey to be successful in their goals, ensure they renew their subscriptions, and grow their product portfolio. You will: 

• Take ownership of ~100 customers assigned to you and are ultimately responsible for their success, and therefore renewal. 

• Understand your customers’ needs, capabilities, and waste management strategy, to help them achieve their goals 

• Consult with customers on best practices throughout their journey with Routeware. Recommend promotion tactics, training, and feature utilization to ensure they get the most out of their solutions. 

• Set benchmarks and customer expectations based on real customer data. 

• Be equipped with a library of resources, success stories, KPIs, and coaching. 

• Analyze data and usage to make additional product and/or waste program recommendations. 

• Motivate customers to implement your recommendations, by leveraging other customer stories. 

• Provide value to both customers and end-users with modern waste management solutions.  

Within Routeware, you will be the voice of the customer, working closely with Sales, Customer Support, Field Reps, and our Product team helping to steer future products. 

You will be successful in this role if you can do a variety of work, like motivating customers to progress along a journey, setting goals and benchmarks, identifying ways to prove value, and sparking opportunities for growth. 

Ultimately, you’ll be working to ensure municipalities and haulers use their Routeware products to their fullest potential to make educated decisions on waste program improvements.  The best part is, our Customers LOVE our products and our company! 

Skills and traits 

The right person for this job will have several years of experience in Customer Success or in the waste management sector (municipal or private). 

The ideal person will have: 

• Great communication skills (written, verbal, instructional) 

• Prior Customer Success experience is preferred 

• Knowledge of waste management industry practices (collection systems, diversion programs, etc.) is desired 

• Relationship building skills 

• Keen project management skills 

• Strong multi-tasking skills 

• Confidence to be a trusted advisor 

• Ability to interpret metrics and make recommendations for improvement 

• A desire for others to succeed 

• Experience in a SaaS industry 

• 25% Travel 

Since we’re a distributed team, you’ll understand how to keep yourself productive, happy and healthy while working from your home-office or co-working space. 

Most importantly, we want you to be bright and fun, and care about a greener planet. 

How to apply 

If this sounds like a good fit for you, please submit your resume and cover letter.  Tip: we don’t want a generic cover letter! Tell us about yourself, a project you’re proud of, skills and experiences that lend themselves nicely to Routeware and its customers. This job involves a lot of communication -- so communicate with us! 

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.