Senior Sales Manager - Account Success Representative

I. Job Summary

Manages the activities and performance of the Account Success Representative and Digital Sales Support team, providing leadership and expertise in customer relationship management, retention, account growth, and customer satisfaction. Develops and implements customer success strategies and engagement programs that support current and future customer needs, drive account retention and expansion opportunities, and strengthen long-term customer relationships. Provides coaching, guidance, and direction to Account Success Representatives and Digital Sales Support Representatives to ensure consistent execution, achievement of business objectives, and delivery of exceptional customer experiences.

II. Essential Duties and Responsibilities

· Lead and develop the Account Success Representative and Digital Sales Support team, fostering a high-performance culture focused on customer retention, satisfaction, adoption, and long-term account growth.

· Establish clear goals, performance expectations, and customer success metrics while holding team members accountable for delivering exceptional customer experiences and business outcomes.

· Drive execution of customer success strategies by aligning team activities with organizational objectives, customer lifecycle priorities, and retention goals.

· Provide leadership, coaching, and ongoing development opportunities to enhance team capabilities in relationship management, customer engagement, issue resolution, and value realization.

· Champion a customer-first approach by ensuring proactive account management, identifying customer risks and opportunities, and partnering with cross-functional teams to drive successful outcomes.

· Oversee customer portfolio health by monitoring key performance indicators, customer satisfaction trends, renewal readiness, and account engagement metrics to drive retention and growth.

· Collaborate with Sales, Operations, Service, and other business partners to ensure seamless customer onboarding, adoption, and ongoing support throughout the customer journey.

· Develop talent through workforce planning, recruitment, succession planning, and career development initiatives, building a strong pipeline of future leaders and customer success professionals.

· Foster a culture of accountability, collaboration, and continuous improvement by encouraging open communication, sharing best practices, and recognizing team achievements.

· Utilize customer insights, performance data, and industry trends to identify opportunities for process improvements, enhance customer outcomes, and support strategic business objectives.

· Ensure operational excellence through accurate customer documentation, account records, renewal tracking, and compliance with established policies and procedures.

· Manage escalated customer concerns and complex account issues, partnering with internal stakeholders to drive timely resolution and strengthen customer relationships.

III. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

A. Required Qualifications

• Bachelor's Degree (accredited), or in lieu of degree
• High School Diploma or GED (accredited) and four years of relevant experience.
• 5 years of experience in management or leadership positions (in addition to education requirement)

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

☒ Office: This job primarily operates in a remote work environment.

The expected base pay range for this position across the U.S. is $112,000 - $140,000. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. In addition, this position is eligible for incentive pay.

V. Benefits
At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.

ABOUT WM

WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.

WM Leaders are a critical part of our People First culture. The proud, caring and resilient members of the WM family are the foundation for our success. We commit to taking care of each other, our customers, our communities and the environment. We are Leaders in Sustainability & Environmental Solutions.

WM is more than just managing waste. We're industry leaders helping people and organizations achieve their sustainability goals, and We Are Always Working for a Sustainable Tomorrow.