Account Manager

About Us:

At Reusables, we’re driven by a vision of a waste-free world and recognize the urgent need to address the environmental impact of our current systems and habits. We believe that meaningful change requires institutions to offer frictionless systems that make sustainability effortless and tangible.

What began as a grassroots initiative offering reusable takeout containers to restaurants and cafes in Vancouver, has since grown into an enterprise technology platform reaching institutions across North America. Today, Reusables is helping to eliminate thousands of tonnes of single-use waste each year, empowering businesses to join the journey toward a cleaner, more sustainable future.

As a venture-backed and mission-driven company, we are passionate about making impact at scale. We are a young, weirdly talented group of ‘high-octane’ individuals that are relentlessly focused on the planet, people, and profit - in that order.

About the Role:

You’ll own the client relationship from contract signature through to renewal. You’re the connective tissue between our clients and every internal team: the person who keeps everyone accountable to the onboarding checklist, communicates with confidence when things go sideways, and knows your accounts well enough to spot an opportunity before the client does.

Your contribution is client satisfaction, retention and expansion: making sure clients get real value from Reusables, watching for the signals that point to churn, and finding the opportunities to grow each account.

You’ll sit in our Client Delivery team, which gets clients live and keeps them successful.

Most of our clients are universities, so the year follows the academic calendar: launches cluster ahead of each fall semester, and most renewals follow the end of the academic year. Some travel is required, especially during launch season from August to October, when you’ll be on campus with higher tier clients for their launches.

This is a full-time, permanent, remote position, open to candidates anywhere in the United States. The working hours for this role will be EST or CST.

What You’ll Be Doing:

• Be the primary point of contact for your accounts, from kickoff through renewal

• Know each client’s goals, operations and challenges well enough to offer solutions before they ask

• Customise and run the external kickoff, developed alongside our Hardware and Software teams

• Build and maintain the onboarding checklist as the living record of what we’ve committed to, validate it with internal teams, and agree it with the client, including risks and timelines

• Follow up on progress, escalate blockers, and manage client communication through to launch

• Own the post-launch check-in cadence and keep a current view of every account’s health

• Catch risks early and fix them before they reach the client

• Find upsell and expansion opportunities, and own renewals and contract extensions end to end

• Share feedback, friction points and patterns with Product and leadership

• Own client communication on high-severity issues, working with Product on timeline and resolution

• Flag scope creep to Product, and use the onboarding history to find root causes when issues arise

How Your Year Looks:

• May to July: Kickoffs and onboarding for fall launches, and renewal conversations as the academic year closes

• August to October: Launches (some on client site), early check-ins and fixing anything that slows adoption

• November to February: Regular check-ins, account health reviews and the smaller off-cycle renewals

• March to April: End-of-semester reviews, some launches, and renewal and expansion work for the next academic year

What You’ll Bring To The Team:

• Account management or customer success experience with B2B clients, from onboarding through renewal

• You’ve owned renewals and expansion conversations

• You’ve run onboarding or implementation projects that involve several internal teams

• Clear, plain-language communication, including when things go wrong

• Follow-through: you close loops without being chased

• Based in and eligible to work in the United States, and working EST or CST hours

• Able and happy to travel to client campuses across the US, especially during launch season (August to October)

• A positive, go-getter attitude: you’re excited by a new challenge every day, and you’ll figure out what you don’t know yet

• Self-motivated and high ownership: give you a problem and you’ll own it through to the end, without waiting to be told how

• No ego: we’re focused on the mission and check our egos at the door

Nice to have:

• Experience with university, campus dining or food-service clients

• Experience with hardware and software (IoT) products

• Experience with ClickUp and HubSpot

• Startup experience

If your background doesn’t perfectly align with the qualifications listed, but you’re confident in your ability to excel in this role, we still want to hear from you! At Reusables, we value diverse experiences and unique perspectives, so don’t hesitate to apply if you believe you can make a meaningful impact. We hire for attitude first. Skills can be taught, so we’d rather meet someone who takes on any task with excitement and figures it out, than someone held back by what they’ve done before.

We sincerely appreciate the time and effort of all applicants who express interest in joining our team. While we carefully review each application, only those selected for an interview will be contacted. Thank you for considering Reusables as your next career opportunity!

Compensation & Key Criteria:

• This is a remote position, open to candidates in the United States, working EST or CST hours

• Some travel to client campuses is required, especially during launch season (August to October)

• Compensation: $84,000-$101,000 USD per year, plus a variable pay compensation model

• Reports to: Customer Delivery Lead

Why You’ll Love Working At Reusables:

• Standard benefits package

• A small, fun, low-ego team that loves the work we do together and the impact we have

• Annual offsite with the entire Reusables team

• Work that ships: You deliver impactful programs to campuses where people use them every day

Our Values:

• Strive for excellence

• Assume you have something to learn from everyone

• Play bigger

• Check your ego at the door

• See the path forward, not the trees in the way

Why Join Us:

The ocean already contains 165 million tonnes of plastic, and by 2050, plastic waste could outweigh fish. While recycling is often touted as the solution, only 5% of plastic is actually recycled in the U.S. (9% in Canada). Governments and businesses worldwide are banning single-use plastics and committing to zero-waste solutions by 2030.

Reusable packaging is the most sustainable alternative, but adoption has been hindered by cost and operational complexity. Reusables removes these barriers, offering a scalable, tech-enabled solution for food businesses and the institutions that serve them.

DEI Statement:

At Reusables, we are building products for a diverse world, and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by law.

Accessibility Statement:

Reusables provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation.