Bold Reuse Customer Success Manager Portland, OR · Seattle, WA · Full time Company website

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Bold Reuse is a full-service reuse platform that eliminates single-use waste. We’ve already eliminated more than 8 million pounds of packaging from the landfill, and we’re just getting started! Our mission is to make the circular economy a reality for any business that wants to reduce its packaging waste.

About Bold Reuse

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.

About the Role

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 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.

Key Responsibilities (What You’ll Do)

Customer Success & Relationship Management

• Act as the primary point of contact for a portfolio of evergreen and pop-up event clients.
• Guide customers through onboarding, the implementation of best practices, and proactively troubleshoot issues to maximize account health.
• 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.

Planning & Coordination 

• Lead implementation efforts to ensure seamless execution of the Bold Reuse SOPs and processes to ensure a consistent customer experience for all clients.
• Coordinate logistics with client stakeholders, sponsors, 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.
• Collaborate with internal teams (operations, marketing, and sales) to provide resources and support for participating events.
• Coordinate with Procurement and Operations teams to manage customer inventory: monitor levels, coordinate with procurement team and/or direct to vendors as needed to ensure adequate supply and competitive pricing, and submit orders as needed.

Onboarding & Implementation

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

Data & Analysis

• Track customer usage, sustainability impact, and operational efficiency using our CRM (HubSpot) and other tools.
• Analyze key client metrics to identify risk and proactively execute playbooks that resolve issues, improve program success and drive program adoption.
• Conduct and communicate ROI analysis to help customers understand cost savings and waste reduction metrics.

Renewals & Retention

• Develop and implement processes that support high client retention rates by ensuring value is being delivered and recognized by clients. 
• Design processes designed to mitigate risk and support client success. Ensure any risks to client satisfaction are identified and mitigated in a timely manner.
• Own and manage the contract renewal process, including renewal forecasting, preparing impact reports, and leading conversations that demonstrate ROI and secure ongoing partnership.
• Monitor program performance and customer satisfaction through dashboards and analytics.
• Proactively identify and recommend optimizations to client reuse programs, in coordination with internal teams, and lead quarterly business reviews to discuss opportunities for improvement and innovation.
• Coordinate with the sales team to execute on expansion opportunities, including upselling new software modules, pilot programs, and operational services.

Experience Required (What You Bring)

• 3-5 years of professional experience in 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

Time Commitment & Compensation

• Full-time, exempt employee
• Compensation: $75,000-$85,000 annual base salary, based on experience, plus equity options
• Benefits: Eligible for standard employee benefits during the term of employment, subject to company policy.

Our Values & Competency Expectations (How We’ll Work Together)

At Bold Reuse, how we work matters as much as what we do. Our values and associated competency expectations are shared across all teams and individuals at Bold Reuse - it is the secret sauce that enables us to be successful and have fun while we win. As such, the Procurement Manager is expected to demonstrate the following competencies aligned with our core values:

• Boldness: Proactively identifies opportunities to improve how work is done; doesn't wait for instruction - brings ideas and solutions. Champions new ideas and sees them through to execution. Takes smart risks independently, weighing impact on customers and the business.
• Intentionality: Prioritizes work, balancing impact and urgency. Makes thoughtful decisions aligned with values and business goals. Models reliability and professionalism for others.
• Leadership: Builds alignment by coordinating work across people or teams. Delegates effectively when appropriate and creates ownership. Addresses conflict directly and productively to maintain trust and momentum.
• Ownership: Anticipates needs and moves work forward effectively. Makes decisions and enables self and others to maintain momentum. Holds self accountable for outcomes, not just effort.
• Collaborative: Facilitates collaboration across functions or perspectives. Synthesizes input to drive better solutions. Raises the quality of work through feedback and shared ownership.
• Adaptable: Evaluates changing conditions and adjusts approach proactively. Balances flexibility with rigor and follow-through. Helps others navigate change through clear thinking and communication.
• Loving: Shows emotional intelligence in challenging situations. Supports teammates’ growth and well-being. Models resilience and a growth mindset.