Customer Success Manager

Bold Reuse is pioneering the shift away from single-use waste by implementing reusable systems in large venues, campuses, and events. We work with top brands like Pepsi, Starbucks, and major sports teams to integrate reuse into their operations. Our mission is to make reuse the norm through seamless, tech-enabled solutions that deliver measurable environmental impact.

We’re looking for a Customer Success Manager (CSM) to drive execution, expansion, and retention of our reusable systems for festivals, events, and enterprise customers within Seattle as well as other cities around the country. This role combines customer relationship management, vendor management, project coordination, and data-driven insights to ensure our partners maximize their sustainability impact and ROI. 

• Act as the primary point of contact for event organizers, venue partners, and key stakeholders.
• Guide customers through the implementation of best practices and proactively troubleshoot issues
• Manage ongoing check-ins and quarterly business reviews to track progress, address needs, and drive long-term partnerships.
• Identify expansion opportunities and support renewal discussions.
  

• Lead implementation efforts to ensure seamless execution of the Bold Reuse system at events of all sizes.
• Coordinate logistics with event organizers, vendors, and internal teams to ensure proper inventory, staffing, and operational success.
• Serve as the central project manager and ensure that deliverables and deadlines are met.
• Collaboratewith internal teams (operations, marketing, and sales) to provide resources and support for participating events.
  

• Maintain strong relationships with clients to foster long-term partnerships and encourage repeat participation.
• Gather and analyze post-event feedback to assess success, identify improvements, and refine future implementations.
• Share insights and best practices with Seattle Public Utilities and other partners to promote broader adoption of reusables in the region.
  

• Develop and execute customized launch plans for new customers, ensuring a smooth transition to the reuse system.
• Train and educate event organizers and venue teams on best practices for maximizing program efficiency.
• Troubleshoot challenges and proactively address operational issues to ensure seamless execution in collaboration with internal operations team
  

• Track customer usage, sustainability impact, and operational efficiency using our CRM (HubSpot) and other tools.
• Conduct and communicate ROI analysis to help customers understand cost savings and waste reduction metrics.
• Use insights to enhance customer engagement and drive program adoption.

Experience:

• 3-5 years of professional experience in project management and/or customer success
• Strong analytical skills, with the ability to analyze data and draw meaningful insights
• Excellent communication and interpersonal skills, with the ability to work effectively with customers and internal teams
• Self-starter with the ability to work independently and drive projects to completion
• Experience in reuse or sustainability is a plus
• Bachelor's degree in business, marketing, or similar field is a plus