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Customer Success Manager

WATS

WATS

Administration
New York, NY, USA
Posted on Tuesday, March 12, 2024

About the Role:

WATS is seeking our first Customer Success Manager to support our growing base of enterprise clients in their digital waste management journey. In this crucial role, you will ensure the success of our clients, from initial onboarding to implementation, ongoing support, and upselling opportunities. WATS is a climate tech startup decarbonizing businesses with waste operations software. WATS is solving for a $100M serviceable market - climate tech is a 1.5 trillion dollar industry.

Collaborating closely with our early customers, you'll be their trusted partner, helping them maximize the value they receive from our software. You'll work hand-in-hand to understand their unique needs, provide exceptional support, and drive their success in delivering an effective transition to digital waste management and waste reduction.

Furthermore, you'll have the opportunity to work closely with our executive, product, and engineering teams. Your insights and feedback will shape the future of customer success at WATS, contributing to the continuous improvement of our offerings and ensuring our customers receive the best possible experience.

If you have experience managing a book of business, a genuine passion for waste management, and the ambition to build and lead your own Customer Success team in the future, this role at WATS is the ideal opportunity for you.

About WATS:

We are a climate tech startup building innovative software to enable and optimize Waste Management operations within businesses of all sizes. We will stop at nothing to ensure that WATS is the platform for businesses to solve all their waste management needs.

WATS helps businesses streamline their waste operations, report on carbon impacts, and comply with shifting environmental regulations. WATS is led by two female co-founders (Meredith Danberg-Ficarelli and Laura Rosenshine) with over 2 decades of experience in the commercial waste industry with a focus on delivering zero waste solutions in New York City. They are building a SaaS solution that solves the pain points at the intersection of commercial waste management and sustainability. The United States has finally stepped up with monumental climate legislation, and the time to act is now.

Meredith and Laura are die hard zero waste experts and highly motivated to do everything in their power to make WATS a major part of the solution businesses need to change their procedures so that they handle their waste as sustainably as possible.

In 2022 WATS was a participant in the Entrepreneur Roundtable Accelerator. In February of 2023 WATS completed the MassChallenge Decarbonization Accelerator, and in March of 2023 WATS closed their pre-seed round of venture capital funding and took in a bridge in the Fall of 2023. WATS has secured a lead investor for their Seed round of fundraising in March 2024.

WATS currently has a handful of enterprise clients.

Your Responsibilities:

As a Customer Success Manager at WATS, you will play a pivotal role in driving successful customer implementations and ensuring their success. Your expertise and leadership in implementing our solutions will contribute to the revolution of waste management in the 21st Century. In this role, your responsibilities will include:

  • Developing comprehensive onboarding and implementation plans for enterprise customers, taking into account their unique requirements and goals.
  • Coordinating and overseeing the rollout of WATS solutions across various verticals and with different stakeholders, ensuring a seamless and efficient onboarding and implementation process.
  • Becoming a trusted partner to each enterprise customer, driving overall product adoption, and delivering best practices for their waste management needs.
  • Identifying and tracking relevant key performance indicators (KPIs) to evaluate the success and impact of WATS solutions for each customer, and preparing case studies to showcase their achievements.
  • Collaborating with the Product Owner and Produce Manager to effectively communicate customer feedback, ideas, and concerns, with the goal of continuously improving the product and enhancing the overall customer experience.
  • Acting as an extension of the sales team by leveraging customer feedback and needs to identify upselling opportunities and contribute to the growth of WATS.
  • Traveling up to 10% on a monthly basis to customer locations to provide on-site support, conduct trainings, and build strong relationships with customers.

Minimum Qualifications:

  • 2+ years of experience managing a book of business in a SaaS environment. Sustainability SaaS experience preferred but not required.
  • Demonstrated success in onboarding and implementing enterprise customers
  • Proven ability to manage, hit, and exceed KPIs dealing with retention and upselling.
  • A self-starter with a desire and a track record of taking ownership over problems, projects, and your own book of business.
  • A fantastic, positive attitude with an emphasis on open communication, problem solving, teamwork, and navigating the ambiguity of an early-stage company.
  • Outstanding written and verbal communication skills.
  • You’ll never back down from a challenging conversation and you love to think on your feet.
  • Comfortable and competent having conversations via videoconference and email.
  • We need someone who is always learning and can take responsibility for their work.

Work Authorization: This is a full time role and not open for visa sponsorship - the individual must be a permanent resident or citizen of Canada or the United States.

Annual Salary and terms:

  • $110,000- $150,000 OTE
  • Equity award
  • This role comes with 20 days PTO, inclusive of sick and personal days, and national holidays

Location: New York City, preferred, or remote for the right candidate, our organization operates on an EST work schedule and hybrid environment.

WATS is committed to fostering a diverse work environment and is proud to be an equal opportunity employer.