Customer Success Associate

About Hauler Hero

At Hauler Hero, we’re on a mission to simplify and modernize the waste hauling industry. Our platform empowers haulers to run more efficient operations, strengthen customer relationships, and grow their businesses.

The Role

We’re seeking a Customer Success Associate to manage and retain a defined portfolio of customers after implementation.

You will own customer health, adoption, and renewal readiness for your assigned accounts. This role is responsible for protecting revenue, increasing product usage, and identifying expansion opportunities within your book of business.

This is a proactive, relationship-driven role that requires accountability and operational ownership. You will work cross-functionally with Support, Product, QA, Sales, and Implementation to ensure customers remain successful and retained.

This position includes participation in a rotating weekend coverage schedule to ensure consistent support availability.

What Success Looks Like

Within 6–12 months, you will:

Independently manage a defined book of small to mid-sized customers

Maintain strong gross retention across your portfolio

Identify churn risk early and execute recovery plans

Increase feature adoption and product utilization

Maintain clear renewal documentation at least 90 days prior to renewal

Surface expansion opportunities based on usage and customer growth

Responsibilities

Serve as the primary point of contact post-implementation

Own account health, engagement cadence, and renewal readiness

Conduct proactive check-ins and operational workflow reviews

Monitor usage metrics and identify adoption gaps

Build and execute customer action plans to improve outcomes

Escalate technical blockers through Jira and coordinate internally

Document account status, risk signals, and renewal posture

Capture product feedback and communicate recurring themes

Partner with Sales on expansion opportunities

Contribute to internal playbooks, documentation, and process improvements

Qualifications

Required

2–4 years of experience in Customer Success, Account Management, or client-facing SaaS

Experience owning retention or renewal outcomes

Strong written and verbal communication skills

Ability to manage multiple accounts simultaneously

Comfortable reviewing usage data to identify risk

Ability to troubleshoot workflows and understand system configuration

Experience using tools such as Intercom, Notion, and Jira

Strong organizational discipline and follow-through

Reliable internet connection and dedicated workspace

Nice to Have

Experience in logistics, field service, or operational SaaS

Experience supporting integrations or workflow configuration

Ability to create Loom walkthroughs or training content

Understanding of the waste hauling or environmental services industry

Previous experience as a Hauler Hero user or customer