Hybrid Mid-Market Customer Experience Manager

at CurbWaste

• Job title: Mid-Market Customer Experience Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $125,000 - $135,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: React
• Location requirements: Hybrid, New York City, United States

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