Launch Customer Success Manager

About the Role

The Customer Success Manager (CSM) is responsible for executing the onboarding of strategic accounts. The CSM builds the initial client relationship, oversees onboarding activities, and manages communication between the company and the client to ensure a complete and successful transition to the permanent account team. In this role the CSM works directly with customers and internal stakeholders to deliver complex implementation project plans on time and with accuracy. The CSM acts as a subject‑matter expert on non‑standard use cases, provides operational guidance, leads client trainings, and translates feedback into service enhancements. Additionally, the CSM identifies risks, escalates issues, and collaborates with functional teams to drive continuous improvement. • Execute onboarding of strategic accounts and manage client communication. • Lead complex implementation project plans with customers and internal teams. • Serve as subject‑matter expert on non‑standard use cases and provide operational guidance. • Conduct client trainings and translate feedback into service improvements. • Build and maintain strategic advisor relationships during implementation, then transition to the account team. • Facilitate meetings, track action items, and ensure timely project execution. • Identify timeline and process risks across the customer organization and propose solutions. • Escalate and resolve implementation issues as a client resource. • Maintain accurate onboarding analytics, dashboards, and data inputs. • Coordinate with Billing to verify definitions and ensure first‑invoice accuracy.

Key Responsibilities

• ▸onboarding
• ▸project planning
• ▸subject matter
• ▸client training
• ▸risk management
• ▸analytics dashboard

What You Bring

Candidates must reside and work in the United States. Required qualifications include a bachelor’s degree in Project Management or a related field, or a high‑school diploma/GED with four years of relevant experience, and a minimum of seven years of related work experience. Preferred qualifications are not specified. WM is committed to equal employment for all applicants and employees in the United States and Canada, providing accommodations upon request during the selection process. The role may require travel by air, so candidates must possess a REAL ID or an approved TSA alternative. • US residency and employment eligibility required. • Bachelor’s degree in Project Management or related field; alternatively high‑school diploma/GED plus 4 years experience. • Minimum 7 years of relevant work experience.

Requirements

• ▸us residency
• ▸bachelor's
• ▸project management
• ▸7 years
• ▸real id
• ▸high school

Benefits

The position primarily operates in a professional office environment using standard office equipment. The expected base pay range nationwide is $83,500 to $110,000, with the final offer influenced by experience, education, certifications, and location. Eligible employees receive a competitive total compensation package that includes medical, dental, vision, life insurance, short‑term disability, a stock purchase plan, a 401(k) match, and paid vacation, holidays, and personal days. Benefits may vary by site. At WM, the value of a job extends beyond a paycheck; the company invests in employee growth, offers resources and engagement activities, and fosters a family‑like, people‑first culture focused on sustainability. The organization emphasizes stability, growth, and a commitment to a sustainable tomorrow. • Medical, dental, vision, life insurance, and short‑term disability coverage. • 401(k) match and stock purchase plan. • Paid vacation, holidays, and personal days.

Work Environment

Hybrid