Customer Success

2 weeks ago

Toronto, Canada Basestation Full time

About Basestation


Basestation 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 .


About the Role


We 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 usage
  • Leading all training efforts to ensure customers are onboarded successfully
  • Providing customer support to troubleshoot technical issues, answer product-related questions, and collect user feedback
  • Collaborating closely with the Founder, Engineering, and Sales teams to address customer needs and issues
  • Renewing and expanding customer accounts by identifying upsell and cross-sell opportunities
  • Building strong relationships with customers to increase loyalty, advocacy, and lifetime value
  • Playing a key role in establishing our Customer Success, Onboarding, and Customer Support functions


About You


You 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 ourselves
  • A 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 out
  • Biased to action : you don’t sit on the sidelines or ask for permission; take initiative, be bold
  • Followed 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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