Customer Success

4 weeks ago


Toronto ON, Canada Basestation Full time

About BasestationBasestation is a Toronto-based software company that’s simplifying hauling for the waste and recycling industry. We're on a mission to empower smaller haulers to start competing against “the big guys” in waste management and get the most out of their businesses. Our SaaS solution helps waste haulers streamline their day-to-day operations with everything from scheduling routes and tracking assets to dispatching drivers and billing customers.To learn more, please visit the RoleWe are hiring our first Customer Success & Support Lead responsible for owning the entire customer lifecycle (post-sale) to ensure the long-term satisfaction, retention, and growth of customer accounts. This is a unique opportunity for someone that wants to play a crucial role in helping grow an early stage startup. Primary responsibilities include:Acting as the main point of contact for customers after the initial sale to drive product adoption and usageLeading all training efforts to ensure customers are onboarded successfullyProviding customer support to troubleshoot technical issues, answer product-related questions, and collect user feedbackCollaborating closely with the Founder, Engineering, and Sales teams to address customer needs and issuesRenewing and expanding customer accounts by identifying upsell and cross-sell opportunitiesBuilding strong relationships with customers to increase loyalty, advocacy, and lifetime valuePlaying a key role in establishing our Customer Success, Onboarding, and Customer Support functionsAbout YouYou are someone who is:Empathetic to users: we “walk in our customers’ shoes” - meaning we never forget who we’re building for: our customers, not ourselvesA resourceful problem solver & intellectually curious: we don’t expect you to know all the answers on Day 1, but you’re willing to work hard to figure them outBiased to action: you don’t sit on the sidelines or ask for permission; take initiative, be boldFollowed rather than a follower: achieving a goal is never a linear path; there are infinite ways to get there, just make sure it’s your own



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