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Salary: USD 48,000 - 55,000 / annual
RoadRunner is a waste and recycling technology company founded in 2014 that helps customers achieve 10–20% savings on waste bills while improving recycling efficiency through AI, data-driven strategies, and modern operations.
The Customer Success Advocate serves as a primary point of contact with RoadRunner's customers, working to promote retention, loyalty, and growth opportunities while ensuring overall satisfaction. This role manages multiple projects simultaneously and acts as a vital bridge between customers and internal operating departments.
Primary responsibilities (by time allocation):
• 50% – Customer Health Oversight: Manage customer health and resolution across supporting areas. Partner cross-functionally with internal teams to develop effective strategy and intervention plans to address customer health concerns, including direct involvement in activities to stabilize and save at-risk client business.
• 35% – Customer Expansion & Margin Opportunities: Lead expansion initiatives (SWAP, diversion, optimization, new opportunities). Serve as quarterback with internal RoadRunner teams to ensure smooth, on-time transitions. Tasks include presenting strategy quotes/estimates, gaining customer approval, aligning resources and teams, coordinating timelines, monitoring and communicating progress/milestones, and tracking execution and issues.
• 15% – Retention & Off-boarding: Perform all customer retention risk and off-boarding related activities.
Reports to the Customer Success Manager with no direct reports. Interacts regularly with customers, operations teams, finance, customer success representatives, and sales. Full-time, non-exempt position with 0% travel required. Work hours: 8:30am–5:30pm EST.
REQUIREMENTS:
• 2–3 years of experience in a corporate customer service setting
• Bachelor's Degree OR 3+ years of experience in a Customer Success B2B role
• Comfort with ambiguity and ability to act without the whole picture using sound judgment and strong decision-making
• Ability to learn new software and systems
• Passionate about business results and quality with strong sense of accountability, metrics, and ownership
• Strategic thinker with ability to grasp tactical details
• Strong verbal and written communication skills
• Ability to manage multiple projects, multi-task, and effectively prioritize conflicting assignments with minimal supervision
• Proven ability to organize and manage multiple priorities with flexibility to adapt to changing business needs
• Strong analytical and problem-solving skills with solid decision-making ability
Note: Applicants must be authorized to work for any employer in the U.S. The company does not sponsor or take over sponsorship of employment visas. The company does not currently support candidates residing in: Alaska, Delaware, Hawaii, Kansas, Louisiana, Maine, Montana, Nebraska, Nevada, New Mexico, North Dakota, South Dakota, Vermont, Wyoming, or Puerto Rico.
