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.

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.

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

Customer Success Associate

Key skills