About this role
About Hauler HeroAt 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 RoleWe’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 LikeWithin 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
ResponsibilitiesServe 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
QualificationsRequired2–4 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 HaveExperience 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