Customer Success Manager (Lawrence)

Who We Are

Waste Solution Services (WSS) helps multifamily and commercial portfolios lower and stabilize waste spend. We do not haul trash; we sit between clients and haulers to audit invoices, optimize contracts, right-size service, centralize billing, and manage service issues. Our work is built around cost predictability, operational clarity, and strong execution.

The Role (What You’ll Do)

We are seeking a highly accountable, operationally driven Client Success Manager to own and manage a portfolio of client accounts within a fast-paced waste brokerage environment. This role is built on an account ownership model, where you will be responsible for client outcomes from issue identification through resolution, while maintaining a high standard of communication, urgency, and accountability. The role is onsite Mon through Thurs, remote Fridays. Pay starting at $26-$32 per hr DOE, with benefits.

Key Responsibilities

Account Strategy & Growth

• Own a defined portfolio of client accounts, with full responsibility for account performance and client satisfaction
• Act as the primary contact and trusted advisor for all account needs.
• Strengthen client loyalty through proactive communication and transparency.
• Monitor account health to identify growth opportunities and retention risks.
• Analyze trends to implement preventative solutions and service efficiencies.

Operational Resolution

• Own issues from identification through to successful resolution.
• Coordinate with internal teams and vendors to expedite service delivery.
• Assist in resolving service failures, missed pickups, and operational breakdowns.
• Escalate critical issues appropriately while maintaining ownership and visibility.
• Maintain accurate and clear documentation of account activity, issues, and resolutions.
• Provide clear, consistent updates to clients throughout the lifecycle of issues and projects.
• Drive accountability across internal teams to produce timely results.

Qualifications

• 1-3+ years of experience in account management, operations, or service delivery roles
• Experience in waste management, environmental services, logistics, or a related field is a plus
• Proven ability to manage issues end-to-end across multiple teams
• Strong organizational and time management skills in a high-volume, fast-paced environment
• Excellent communication skills with the ability to manage client expectations effectively
• Demonstrated sense of ownership, urgency, and accountability