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 RESPONSIBILITI...