{"id":740204,"url":"https://alion.io/job/haulerhero-customer-success-associate","title":"Customer Success Associate","company":{"id":678869,"name":"Hauler Hero","domain":"haulerhero.com","url":"https://alion.io/company/haulerhero","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":7,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":252,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":78000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":289},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"Jira","optional":false},{"name":"Notion","optional":false}],"status":"live","first_seen_at":"2026-02-17T21:38:26Z","employer_posted_date":"2026-02-17","last_verified_at":"2026-11-03T02:27:10Z","board_verified":true,"closed_at":null,"days_open":258,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":257},"description":"About Hauler Hero\nAt 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.\nThe Role\nWe’re seeking a Customer Success Associate to manage and retain a defined portfolio of customers after implementation.\nYou 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.\nThis 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.\nThis position includes participation in a rotating weekend coverage schedule to ensure consistent support availability.\nWhat Success Looks Like\nWithin 6-12 months, you will:\nIndependently manage a defined book of small to mid-sized customers\n\nMaintain strong gross retention across your portfolio\n\nIdentify churn risk early and execute recovery plans\n\nIncrease feature adoption and product utilization\n\nMaintain clear renewal documentation at least 90 days prior to renewal\n\nSurface expansion opportunities based on usage and customer growth\n\nResponsibilities\nServe as the primary point of contact post-implementation\n\nOwn account health, engagement cadence, and renewal readiness\n\nConduct proactive check-ins and operational workflow reviews\n\nMonitor usage metrics and identify adoption gaps\n\nBuild and execute customer action plans to improve outcomes\n\nEscalate technical blockers through Jira and coordinate internally\n\nDocument account status, risk signals, and renewal posture\n\nCapture product feedback and communicate recurring themes\n\nPartner with Sales on expansion opportunities\n\nContribute to internal playbooks, documentation, and process improvements\n\nQualifications\nRequired\n2-4 years of experience in Customer Success, Account Management, or client-facing SaaS\n\nExperience owning retention or renewal outcomes\n\nStrong written and verbal communication skills\n\nAbility to manage multiple accounts simultaneously\n\nComfortable reviewing usage data to identify risk\n\nAbility to troubleshoot workflows and understand system configuration\n\nExperience using tools such as Intercom, Notion, and Jira\n\nStrong organizational discipline and follow-through\n\nReliable internet connection and dedicated workspace\n\nNice to Have\nExperience in logistics, field service, or operational SaaS\n\nExperience 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