Client Success Manager

Waste Solution Services LLC; Village of Lawrence (NY); Hybrid; USD 46,000 - 66,000; Full time

Job summary

Waste Solution Services LLC is seeking a proactive Client Success Manager to steward relationships with multifamily and commercial clients in Lawrence, NY. You will own client requests, coordinate with waste haulers, resolve service issues, and ensure timely follow-through to resolution.

The role emphasizes strong communication, organization, and accountability in a fast-paced, office-based environment with an option for remote Fridays as part of a hybrid schedule.

Qualifications

• Previous experience in account management, client success, customer service, or a related field.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple client accounts and competing priorities.
• Strong problem-solving skills and the ability to take ownership of issues.
• Comfortable communicating with clients, vendors, and service providers.
• Proactive mindset with a strong sense of accountability.
• Ability to work in a fast-paced, office-based environment.

Responsibilities

• Serve as the primary point of contact for an assigned portfolio of multifamily and commercial clients.
• Build and maintain strong relationships with property managers, ownership groups, and client representatives.
• Receive, investigate, and resolve client service requests and complaints.
• Coordinate directly with waste haulers and vendors to address missed pickups, service interruptions, damaged containers, and other operational problems.
• Monitor open issues and follow up consistently until resolution.
• Communicate service updates, timelines, and resolutions to clients.
• Identify opportunities to improve service quality and client satisfaction.
• Assist with invoice questions, billing discrepancies, overages, and service-related credits.
• Coordinate service changes, including container adjustments, pickup schedules, and service increases or decreases.
• Escalate complex issues when necessary while maintaining ownership of the client relationship.
• Maintain accurate records of client communications, service requests, and resolutions.

Skills

Verbal communication

Written communication

Organizational skills

Multitasking

Problem-solving

Client relationship management

Account ownership

Office-based tempo

Job description

Client Success Manager – Waste Solution Services (WSS)

Who We Are

Waste Solution Services (WSS) helps multifamily and commercial property management companies reduce and stabilize their waste expenses while providing hands-on support with their waste services. We act as an advocate between our clients and waste haulers, helping manage vendor relationships, resolve service issues, audit invoices, optimize contracts, and ensure properties receive the services they are paying for.

Title: Client Success Manager
Compensation: $40.87 per hour, 85k annual equivalent
Location: Lawrence, NY
Schedule: Full-Time, In-Office (Remote Fridays)

The Role (What You'll Do)

We are seeking a proactive, organized, and customer-focused Client Success Manager to manage relationships with our existing clients and oversee the resolution of day-to-day service issues.

This individual will serve as a primary point of contact for property managers, building owners, and other client representatives. The role requires someone who can take ownership of client requests, coordinate with waste haulers, troubleshoot problems, and ensure issues are followed through to resolution.

The ideal candidate is an excellent communicator who enjoys problem-solving, building relationships, and managing multiple accounts in a fast-paced environment.

Core Responsibilities

• Serve as the primary point of contact for an assigned portfolio of multifamily and commercial clients.
• Build and maintain strong relationships with property managers, ownership groups, and client representatives.
• Receive, investigate, and resolve client service requests and complaints.
• Coordinate directly with waste haulers and vendors to address missed pickups, service interruptions, damaged containers, compactor issues, and other operational problems.
• Monitor open issues and follow up consistently until resolution.
• Communicate service updates, timelines, and resolutions to clients.
• Identify opportunities to improve service quality and client satisfaction.
• Assist with invoice questions, billing discrepancies, overages, and service-related credits.
• Coordinate service changes, including container adjustments, pickup schedules, and service increases or decreases.
• Escalate complex issues when necessary while maintaining ownership of the client relationship.
• Maintain accurate records of client communications, service requests, and resolutions.

Requirements

• Previous experience in account management, client success, customer service, or a related field.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple client accounts and competing priorities.
• Strong problem-solving skills and the ability to take ownership of issues.
• Comfortable communicating with clients, vendors, and service providers.
• Proactive mindset with a strong sense of accountability.
• Ability to work in a fast-paced, office-based environment.

Preferred Experience

• Experience working with property management companies or multifamily portfolios.
• Background in waste management, facilities management, logistics, or vendor coordination.
• Experience managing B2B client relationships.
• Familiarity with service contracts, vendor management, or invoice auditing.