Director of Customer Success

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 costssaving our customers an average of 20%. Leveraging proprietary datasets an advanced operating system and a carefully curated network of 5000 trusted vendors we help companies of all shapes and sizes streamline their operations while advancing sustainability efforts.

Were a fast-growing venture-backed company (just closed our Series A!) on a mission to modernize an outdated industry and were just getting started.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 youre driven by the opportunity to build something groundbreaking wed love to meet you.

The Team:

Our Customer Success team is at the heart of how we build lasting relationships with our clients. They dont just react to issues they proactively partner with customers to help them onboard smoothly get the most value out of our services and achieve their goals. By acting as trusted advisors the team helps drive adoption reduce churn and uncover opportunities for short they make sure our customers feel supported successful and excited to keep growing with us.

The Role:

The Customer Success Manager will oversee both the Customer Success and Customer Support functions acting as both a strategist and hands-on leader. This role is ideal for someone who has spent years as a high-performing individual contributor then stepped into team leadership. someone who can roll up their sleeves while also shaping the big picture. You will own KPIs team growth and process development ensuring our customers achieve maximum value while our internal teams scale with the business.

What youll be doing:

• Lead and manage the Customer Success and Customer Support teams providing coaching mentorship and career development.
  

• Define track and own KPIs across retention expansion NRR CSAT and support SLAs.
  

• Develop and implement scalable processes for onboarding adoption renewals and issue resolution.
  

• Act as a player-coach: balancing leadership with direct customer engagement when needed.
  

• Partner cross-functionally with Sales Product and Operations to align customer needs with company strategy.
  

• Build and grow a best-in-class customer experience function that scales with company growth.
  

• Represent the customers voice in leadership discussions influencing product roadmap and service delivery.

The qualifications you need:

• 5 years as an individual contributor in Customer Success or Account Management within a B2B SaaS or startup environment.
  

• 2-3 years managing a Customer Success team ideally in a high-growth or startup setting.
  

• Proven experience as a player-coachcomfortable building strategy while still engaging directly with customers.
  

• Demonstrated ability to scale or grow a team and implement repeatable processes.
  

• Experience overseeing or closely partnering with Customer Support operations.
  

• Strong analytical skills and fluency with customer metrics KPIs and reporting.
  

• Exceptional communication leadership and problem-solving abilities.
  

• Startup DNA: resourceful adaptable thrives in fast-paced evolving environments.

Benefits

• Company stock options as part of your compensation package giving you the opportunity to share in our companys success and build long-term financial growth.

• A positive and collaborative work environment with a focus on innovation and sustainability.

• Flexible/Unlimited PTO

• Comprehensive benefits package including health insurance (medical dental vision LTD Life Insurance etc.) retirement plans (401K).

• Access to hundreds of gyms studios and wellness appsall through one easy membership provided by your Wellhub.

• Yearly Personal Development Budget

• Opportunities for professional development and career advancement within a growing company.

Required Experience:

Director