Customer Success Advocate
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Job Description
Customer Success Advocate driving retention, expansion, and customer health for RoadRunner’s technology-enabled waste and recycling services. Coordinating internal teams to deliver sustainable customer outcomes.
Responsibilities:
- Serve as a primary point of contact for RoadRunner’s customers
- Promote customer retention, loyalty, and growth opportunities
- Ensure customer satisfaction and improve areas of dissatisfaction
- Manage multiple projects simultaneously
- Act as a bridge between customers and internal operating departments
- Oversee and resolve customer health issues across supporting areas
- Develop customer-health strategies and intervention plans with internal partners
- Stabilize and save at-risk client business
- Lead customer expansion and margin opportunities, including SWAP, diversion, optimization, and new opportunities
- Coordinate internal teams to ensure smooth, on-time transitions
- Present strategy quotes/estimates and gain customer approval
- Align resources and teams, coordinate timelines, monitor and communicate milestones, and track execution/issues
- Perform customer-retention risk and off-boarding activities
- Report to the Customer Success Manager and interact with customers, Operations, Finance, Customer Success Representatives, and Sales
Requirements:
- Applicants must be authorized to work for any employer in the U.S.
- Employment visa sponsorship is not available.
- 2–3 years of experience in a corporate customer service setting
- Ability to learn new software and systems
- Passion for business results and quality, with accountability, metrics, and ownership
- Strategic thinking and ability to grasp tactical details
- Strong verbal and written communication skills
- Ability to manage multiple projects, multitask, and prioritize conflicting assignments with minimal supervision
- Ability to organize and manage multiple priorities and adapt to changing business needs
- Strong analytical and problem-solving skills
- Timely, solid decision-making ability
- Bachelor’s Degree OR 3+ years of experience in a Customer Success B2B role
Benefits:
- 5% annual discretionary bonus
- Full-time non-exempt employment
- Remote work arrangement
- 8:30am–5:30pm EST work schedule
- 0% travel required
- Equal opportunity employer and reasonable accommodations for qualified individuals with disabilities
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