Customer Success Manager (SaaS)

Sourgum is transforming the $100B+ waste and recycling industry through cutting-edge technology that makes waste removal simpler, smarter, and more cost-effective. Our innovative haulsourcing platform powers high-quality waste and recycling services for businesses at significantly lower costs saving our customers an average of 20%. Leveraging proprietary datasets, an advanced operating system, and a carefully curated network of 5,000+ trusted vendors, we help companies of all shapes and sizes streamline their operations while advancing sustainability efforts.

We're a fast-growing, venture-backed company (just closed our Series A!) on a mission to modernize an outdated industry and we're just getting started. Our investors include Spark Capital, Founder Collective, Suffolk Technologies, 186 Ventures, and River Park Ventures, the same funds that backed category-defining companies like Slack, Anthropic, Uber, Venmo, and Amazon Pharmacy.

If you're passionate the opportunity to build something groundbreaking while working in an environment that values transparency, action-oriented thinking, and customer obsession apply today!

Sourgum is seeking a proactive and customer-obsessed professional to join our team as the Founding Customer Success Manager . In this role, you will be the trusted advisor for our customers dumpster rental companies ensuring they achieve maximum value from our ERP SaaS platform built specifically for haulers. This is a hands-on, foundational role where you'll define processes, create playbooks from scratch, and shape the future of how we deliver exceptional customer experiences.

This role is pivotal to building long-term relationships with our customers and ensuring their success with Sourgum's all-in-one waste management solution. As a founding team member, you'll tackle challenges head-on, from designing scalable onboarding frameworks to establishing customer lifecycle strategies. This is not a role for someone seeking a pre-written scriptyou'll write the playbook while balancing day-to-day customer engagement, problem-solving, and strategic initiatives.

You'll thrive here if you're energized by ambiguity, driven to build systems from the ground up, and obsessed with creating customer-centric processes that drive retention and growth.

This role is fully-in person, M-F, based out of our Jersey City, NJ office.

• Customer Advocacy : Build strong relationships by understanding each customer's unique needs and challenges. Proactively identify opportunities to help them optimize operations using Sourgum's tools.
• Customer Onboarding & Implementation: Lead new customers through a smooth onboarding process, from kickoff to go-live, including training on platform functionality and ensuring they are confident on how to best use the platform for their workflows.
• Playbook & Process Development: Build and refine customer success playbooks, customer handoff processes, health scoring models, and lifecycle touchpoints to create scalable processes for future team growth.
• Customer Success & Retention: Act as the primary point of contact for a portfolio of customers, conducting regular check-ins, monitoring platform usage, and proactively driving adoption to maximize satisfaction and retention.
• Product Feedback & Insights: Serve as the voice of the customer by gathering and synthesizing feedback, sharing insights with the Product team, and helping prioritize enhancements based on customer impact to deliver a 10x experience at every touchpoint in their journey.
• Support & Escalations: Act as the primary point of contact for customer inquiries or issues, continuously educating the customer on platform features, and collaborating with internal teams to resolve problems efficiently. While also contributing to a scalable knowledge base to reduce future friction
• Growth & Expansion: Identify opportunities for upsell, expansion, and increased usage, partnering with Sales to execute and help drive account growth.

Requirements

• 35 years of experience in Customer Success, Account Management, or similar client-facing roles at SaaS or tech-driven companies, ideally in fast-growing or startup environments
• Deep understanding of B2B SaaS and customer lifecycle management; experience working with operational industries (e.g. logistics, field services, or construction) is a strong plus
• Exceptional communication skills, with the ability to simplify and explain technical concepts clearly and set realistic expectations for clients always prioritizing transparency and trust
• Highly customer-centric and confident in owning direct client relationships from onboarding and training to retention and expansion
• Proven ability to manage multiple accounts, prioritize effectively, and stay organized in a dynamic, fast-paced environment
• Demonstrated experience in building or improving customer-facing processes, playbooks, or lifecycle strategies you've helped lay the foundation before, or are eager to do it now
• A self-starter with a proactive mindset and a bias for action comfortable working through ambiguity, solving problems creatively, and proposing solutions without needing a roadmap
• Comfortable working with CRM systems and familiar with software training, demos, and client walkthroughs

Benefits

• Salary: $80,000 - $95,000
• OTE: $95,000 - $115,000
• Company Stock Option Pool
• A collaborative work environment focused on innovation and transforming an essential industry through technology
• Comprehensive benefits package including health insurance (medical, dental, vision), retirement plans, and paid time off
• Opportunities for professional development and career advancement within a rapidly growing company aligned around shared values