Customer Success Associate

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🕒 February 25

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Hauler Hero

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

☁️ SaaS

🚗 Transport

🤝 B2B

SaaS • Transport • B2B

Hauler Hero is a cloud-based SaaS platform that helps waste-hauling companies optimize operations, increase efficiency, and reduce costs. The product bundles CRM, drag-and-drop dispatching and routing, billing, reporting, a mobile driver app, and customer-facing portals, plus developing AI features (Hero Vision, Hero Chat, Hero Routing) for automated pickup documentation, self-service support, and real-time route optimization. It’s designed for office staff, dispatchers, drivers, and managers to improve route productivity, cash collection, and customer experience.

📋 Description

• Manage and retain a defined portfolio of customers after implementation. • Own customer health, adoption, and renewal readiness for your assigned accounts. • Protect revenue, increase product usage, and identify expansion opportunities within your book of business. • Work cross-functionally with Support, Product, QA, Sales, and Implementation to ensure customers remain successful and retained. • Conduct proactive check-ins and operational workflow reviews. • Monitor usage metrics and identify adoption gaps. • Build and execute customer action plans to improve outcomes. • Document account status, risk signals, and renewal posture.

🎯 Requirements

• 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 • Nice to Have: Experience supporting integrations or workflow configuration • Nice to Have: Ability to create Loom walkthroughs or training content • Nice to Have: Understanding of the waste hauling or environmental services industry • Nice to Have: Previous experience as a Hauler Hero user or customer.

🏖️ Benefits

• Participation in a rotating weekend coverage schedule to ensure consistent support availability.