Customer Success Associate at Hauler Hero Inc. | Torre
Customer Success Associate
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Customer Success Associate

Hauler Hero Inc.
Emma
Emma
You will drive customer success and retention, directly impacting business growth in modern waste hauling.
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Full-time

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Emma of Torre.ai
 3 months ago

Requirements and responsibilities

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 customersMaintain strong gross retention across your portfolioIdentify churn risk early and execute recovery plansIncrease feature adoption and product utilizationMaintain clear renewal documentation at least 90 days prior to renewalSurface expansion opportunities based on usage and customer growthResponsibilitiesServe as the primary point of contact post-implementationOwn account health, engagement cadence, and renewal readinessConduct proactive check-ins and operational workflow reviewsMonitor usage metrics and identify adoption gapsBuild and execute customer action plans to improve outcomesEscalate technical blockers through Jira and coordinate internallyDocument account status, risk signals, and renewal postureCapture product feedback and communicate recurring themesPartner with Sales on expansion opportunitiesContribute to internal playbooks, documentation, and process improvementsQualificationsRequired2–4 years of experience in Customer Success, Account Management, or client-facing SaaSExperience owning retention or renewal outcomesStrong written and verbal communication skillsAbility to manage multiple accounts simultaneouslyComfortable reviewing usage data to identify riskAbility to troubleshoot workflows and understand system configurationExperience using tools such as Intercom, Notion, and JiraStrong organizational discipline and follow-throughReliable internet connection and dedicated workspaceNice to HaveExperience in logistics, field service, or operational SaaSExperience supporting integrations or workflow configurationAbility to create Loom walkthroughs or training contentUnderstanding of the waste hauling or environmental services industryPrevious experience as a Hauler Hero user or customer
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