Customer Success Lead

**Customer Success Lead**:

- Date: Sep 4, 2025
- Location: Gormley, ON, CA, L0H-1G0
- Company: WillScot
- Req ID: 54444

At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico.

Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent. We’re deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us

**ABOUT THE JOB**:
The Customer Success Lead will assist the supervisor/manager to oversee Customer Success Specialists (CSS) who serve as liaisons between the company and our customers. The Customer Success Lead is responsible for leading all initiatives that will improve the experience for our customers, motivate, and assist in developing staff within a fast-paced environment in order to ensure the delivery of our Customer Experience (CxP) expectations. The Customer Success Lead will maintain excellent service standards, respond efficiently to customer inquiries, strive for high customer satisfaction, and excel in WillScot's Core Values.

**WHAT YOU'LL BE DOING**:

- Coverage for Work Order Rep & Billing Rep - Vacation/Sick days
- Pull and review necessary reporting
- Training mentoring New Employees
- SME of Customer Success process and procedures
- Assist in ongoing training of team members
- Troubleshoot work order issues. (mismatch LOA, error status, unit status)
- Actively participle with leadership to identify areas of improvement
- Delegate tasks to team members when leadership is unavailable
- Help to maintain a pleasant working environment by planning monthly team events for Holidays/National Days
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills
- Provide relief for next tier leadership during PTO

Safety/Environment:

- Contribute to a working environment by providing exceptional and world class customer service
- Conduct business in compliance with all WillScot Safety, Transportation, and Environmental Policies

Customer Support:

- Serve as the primary point of contact for customer transactions from initiation of order through time of return
- Process transactional orders to ensure accuracy
- Obtaining and processing signed lease agreements/contracts and /or purchase orders from customers through relevant systems promoting use of DocuSign electronic signature program
- Collecting accurate insurance certificate or insure customers are enrolled in WS program prior to delivery
- Obtaining and processing tax exempt certificates as applicable
- Updating pending orders as required through Big Machines and upsell value added products and services when possible
- Requesting manual invoices and processing credit card payments or checks to meet credit requirements
- Communicate delivery date options and place a pre-delivery confirmation call 48/24 hours beforehand to ensure acceptable site conditions
- Confirm delivery and initiate billing of order; provide post-delivery follow up
- Initiate unit pickup, communicate pickup date, determine early termination liabilities, bill damages and complete off rent process and update WS Systems.
- Proactive contact to customers with fees or disputes on third invoice, approx. 65 days after delivery of unit
- Provide quality customer service to include:

- Manage service requests in CRM including triage to resolve issues over the phone, creating service tasks, communicating with customer when service has been scheduled, and post completion to ensure the issue was resolved satisfactorily and billed if required.
- Provide general customer success support, including but not limited to: receive and resolve incoming calls for the CSS team, proactively call customers nearing lease end to discuss lease renewal options, coordinate onsite takeovers and relocations, process change requests, follow-up on credit denials, answer invoice questions, process payments, obtain and process expired POs, and escalate to specialists as needed.

Customer Focus:

- Strive for first call resolution to customer questions/requests
- Use Net Promoter System (NPS) feedback to provide timely correspondence and address internal issues
- Form and maintain good relationships with external and internal customers at all levels of the organization

**EDUCATION AND QUALIFICATIONS**:
Required Education and Experience:

- College Degree preferred; high school diploma or equivalent with 3+ years relevant experience co