Customer Success Manager

Client Success Manager

Waste Solution Services (WSS)

Location: Lawrence, NY

Work Arrangement: Full-Time, In-Office (Remote Fridays)

Compensation: Approximately $40/hour

Who We Are

Waste Solution Services (WSS) helps multifamily and commercial property management companies reduce and stabilize their waste expenses. We act as an advocate between our clients and waste haulers, helping manage service issues, resolve billing problems, optimize contracts, and ensure properties receive the services they are paying for.

We pride ourselves on providing exceptional, white-glove customer service while delivering meaningful cost savings to our clients.

The Role (What You'll Do)

We are seeking an experienced, proactive Client Success Manager to manage and grow relationships with WSS clients. This person will serve as a primary point of contact for property managers and ownership groups, taking responsibility for client accounts and ensuring that service issues, billing concerns, and operational requests are handled efficiently from beginning to resolution.

The ideal candidate is highly organized, an excellent communicator, comfortable managing multiple accounts, and capable of taking ownership of problems while building strong, long-term client relationships.

Core Responsibilities

• Serve as the primary point of contact for an assigned portfolio of client accounts.
• Build and maintain strong relationships with property managers, regional managers, and ownership groups.
• Manage client requests and service issues from initial identification through final resolution.
• Coordinate with waste haulers and vendors to resolve missed pickups, container issues, service interruptions, and scheduling problems.
• Address billing discrepancies, overages, contamination charges, credits, and invoice questions.
• Monitor account performance and proactively identify service or billing issues before they escalate.
• Communicate updates to clients and ensure consistent follow-through until issues are resolved.
• Coordinate service changes, including container replacements, size adjustments, schedule changes, and vendor transitions.
• Maintain accurate account notes, documentation, and follow-up records.
• Identify opportunities to improve client satisfaction, retention, and overall account performance.
• Work closely with internal teams to ensure clients receive timely and effective support.

Requirements

• 3+ years of experience in account management, client success, customer service, or a related role.
• Experience managing multiple client accounts and handling escalated customer issues.
• Excellent written and verbal communication skills.
• Strong organizational skills and the ability to manage competing priorities.
• Ability to take ownership of issues and drive them through resolution.
• Comfortable communicating with clients, vendors, and internal stakeholders.
• Strong problem-solving skills and attention to detail.
• Proficiency with Microsoft Office and CRM or account management software.

Preferred Experience

• Experience in waste management, commercial services, facilities management, or property management.
• Experience working with multifamily property management companies.
• Background coordinating vendors, service providers, or third-party contractors.
• Experience handling billing disputes, contract questions, and operational service issues.

Benefits & Work Environment

• Approximately $40/hour.
• Full-time position based in Lawrence, NY.
• In-office Monday through Thursday, with remote Fridays.
• Opportunity to work directly with leadership and make a meaningful impact on client relationships.
• Collaborative, fast-growing entrepreneurial environment with opportunities for professional growth.