Customer Success Associate (SaaS)

We’re looking for a Customer Success Associate to help customers achieve meaningful outcomes with Hauler Hero. You’ll guide onboarding, drive product adoption, and build trusted customer relationships in a fast-paced SaaS environment. Ideal candidates have 1–3 years of customer success or SaaS experience and strong communication skills. This role includes participation in a rotating weekend coverage schedule.About Hauler HeroHauler Hero is on a mission to simplify and modernize the waste hauling industry. Our platform empowers haulers to run more efficient operations, improve customer relationships, and grow their businesses.The RoleWe’re seeking a Customer Success Associate to join our growing Customer Success team. In this role, you’ll manage a portfolio of small to mid-sized customers after implementation, ensuring they achieve meaningful outcomes and long-term success with Hauler Hero.You’ll guide customers through training, best practices, and adoption of our software while helping them streamline operations and maximize ROI. This position is ideal for someone who’s proactive, detail-oriented, and passionate about helping customers succeed in a fast-paced SaaS environment.This role also includes a technical component. You’ll collaborate closely with Customer Support, Product, and QA to help customers troubleshoot challenges, implement new features, and stay informed about product updates. You will also participate in a rotating weekend coverage schedule to ensure consistent support availability.ResponsibilitiesServe as the primary point of contact for assigned customers post-implementationLead onboarding sessions and ensure smooth customer transitions from the implementation phaseProvide proactive outreach, regular check-ins, and ongoing product educationBuild trusted relationships with customers and understand their operational goalsIdentify and help resolve adoption challenges by collaborating with Support, Product, and Implementation teamsTrack and report customer engagement, product usage, and retention metricsSurface customer feedback and advocate for improvements internallyIdentify potential upsell or cross-sell opportunities and communicate them to the Customer Success Manager or Sales teamQualificationsRequired:1–3 years of experience in Customer Success, Account Management, or a client-facing SaaS roleExcellent written and verbal communication skillsStrong organizational and problem-solving abilitiesExperience with Intercom, Notion, and other customer engagement or documentation toolsComfortable using Jira to track customer escalations and collaborate with Product or QAProven ability to manage multiple customers and priorities in a fast-paced environmentNice to have:Experience in logistics, operations, or field service softwareFamiliarity with SaaS onboarding, integrations, or workflow configurationAbility to create short Loom videos or guides for customer trainingExperience using Hauler Hero software as a customer or internal userWhat We OfferOpportunity to shape product direction and growth strategy at scaleCollaborative, innovative work environment with focus on experimentation and learningCompetitive salary and benefits packageCareer growth opportunities with potential to build and shape the Customer Success functionDirect collaboration with executive leadership on strategic initiativesRemote-first flexibility: work from anywhere with a distributed team across the U.S. and beyondFlexible PTO and paid holidaysTeam connection through virtual collaboration and occasional in-person offsitesHow to ApplySend your resume and a brief note about why you are excited to join Hauler Hero to HR@Haulerhero.com. Please include “Customer Success Associate – [Your Name]” in the subject line.