Manager, Customer Success

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  

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. 

• 25% travel 

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.