Client Success Manager

Job Description

Job Description

Client Success Manager

Who We Are

Waste Solution Services (WSS) helps multifamily and commercial portfolios lower and stabilize waste spend. We act as dedicated advocates, bridging the gap between clients and haulers to audit invoices, optimize contracts, right-size service, and manage vendor issues.

Our approach combines cost optimization with personalized, hands-on client support, helping clients resolve issues efficiently while maintaining reliable service across their portfolios.

Title: Client Success Manager
Compensation: $26–$32 per hour, depending on experience
Location: Lawrence, NY — In-Office, remote Fridays
Job Type: Full-Time

The Role (What You'll Do)

The Client Success Manager at Waste Solution Services (WSS) is responsible for managing client relationships, overseeing account performance, and ensuring clients receive responsive, high-quality service.

This person will serve as a primary point of contact for assigned accounts, taking ownership of issues from initial identification through resolution. The role requires proactive communication, strong organizational skills, and the ability to coordinate effectively with clients, waste service providers, and internal teams.

The ideal candidate is customer-focused, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment. They will work to resolve service issues, identify opportunities for cost savings, maintain client satisfaction, and strengthen long-term client relationships.

Core Responsibilities

• Client Relationship Management

  • Serve as the primary point of contact for assigned accounts, building strong relationships with property managers and other client stakeholders.

  • Maintain regular communication with clients to understand their needs, address concerns, and ensure satisfaction.

  • Monitor account health and proactively identify potential risks to client retention.

• Issue Resolution & Service Coordination

  • Take ownership of client issues from initial identification through final resolution.

  • Coordinate with waste service providers to resolve missed pickups, container issues, scheduling problems, service changes, and other operational concerns.

  • Follow up with vendors and internal teams to ensure issues are resolved promptly and effectively.

  • Keep clients informed, set clear expectations, and provide timely updates throughout the resolution process.

  • Escalate complex issues when necessary and remain accountable for the outcome.

• Account Management & Client Retention

  • Manage assigned accounts and maintain visibility into service performance, outstanding issues, and client needs.

  • Identify potential concerns before they escalate and implement appropriate solutions.

  • Build trust through consistent follow-through, proactive communication, and reliable service.

  • Support client retention by resolving concerns and ensuring clients receive ongoing value from WSS.

• Cost Optimization & Billing Support

  • Identify opportunities to reduce unnecessary waste management expenses and improve service efficiency.

  • Help identify billing discrepancies, incorrect charges, and opportunities for invoice corrections or credits.

  • Coordinate with internal teams and vendors to address cost-related issues and improve account performance.

  • Support service adjustments that align waste collection needs with actual property requirements.

• Cross-Functional Collaboration & Process Improvement

  • Work closely with internal departments and external service providers to deliver consistent client outcomes.

  • Maintain accurate account records, document issues, and track outstanding requests through completion.

  • Identify recurring service problems and recommend improvements to workflows and vendor coordination.

  • Contribute to operational improvements that enhance service quality, efficiency, and the overall client experience.

Requirements

• Experience in customer success, account management, client services, or a related role.

• Strong written and verbal communication skills, with the ability to communicate professionally with clients and vendors.

• Excellent organizational skills and attention to detail.

• Ability to manage multiple accounts, competing priorities, and time-sensitive issues.

• Strong problem-solving skills and a proactive, solutions-oriented mindset.

• Demonstrated ability to take ownership of issues and follow through without constant supervision.

• Ability to build relationships and work effectively with clients, vendors, and internal stakeholders.

• Strong follow-up skills and the ability to maintain accurate records of account activity and outstanding issues.

• Proficiency with Microsoft Office and general business software.

• Ability to work full-time in an in-office environment in Lawrence, NY.

Preferred Experience

• Experience in waste management, property management, facilities services, or another B2B service-oriented industry.

• Experience managing multiple client accounts with responsibility for issue resolution and client retention.

• Familiarity with vendor coordination, service scheduling, billing discrepancies, and contract or service adjustments.

• Experience identifying operational inefficiencies and implementing practical solutions.

• Demonstrated success building client relationships and delivering consistent, high-quality service.

Notice: WSS does not accept unsolicited contact from recruiters, agencies, or third-party vendors. Applicants must complete the official application to be considered. Direct emails or phone calls to the Company will not be accepted and may result in disqualification from consideration.

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