Wasters
Founding Customer Success Lead
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Company: Wasters Limited
Location: South London (Hybrid)
Role Type: Full-Time, Early-Stage / Founding Team
About Wasters
We are an early-stage B2B SaaS startup on a mission to rewire the waste industry.
We are building transformational software designed to seamlessly navigate the UK's mandatory Digital Waste Tracking regulations and deliver incredible, frictionless value to our customers.
We are moving fast, thinking big, and looking for a fanatic to join our founding team. We don't see working hard and going the extra mile as a burden; we see it as the inevitable price of building something extraordinary. If you want a comfortable, pedestrian 9-to-5, this is not the company for you. If you want to build an industry-defining product from the ground up, read on.
The Role
Due to unprecedented early demand for Wasters solution we are formalising our Customer Success function with our first dedicated Customer Success hire, meaning you are ground zero for how our customers experience Wasters. You will own the entire post-sale lifecycle, blending hands-on onboarding with ongoing, high-touch support.
Because this is a founding role, you aren’t just following an existing playbook—you are writing it from scratch using first principles. You will evaluate the CS tech stack, map out the customer journey, and design a modern, AI-enabled operating model that allows us to scale intelligently. You will work closely with the founders to build the team, define the culture, and drive the overall success of the business.
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Key Responsibilities
- Architect an AI-Enabled CS Function: Devise and implement a highly modern operating model. Choose the tools, integrate AI where it creates leverage, and build the initial playbooks for onboarding, training, and ongoing support.
- Drive Onboarding & Adoption: Lead new clients through their initial setup, ensuring they understand how to leverage our platform for their waste tracking and compliance needs.
- Ongoing Customer Support: Act as the primary point of contact for client queries, troubleshooting issues, and empowering customers to become highly effective and independent on our software.
- Feedback Loop: Serve as the voice of the customer. Translate user feedback into actionable product insights and work directly with the founders to shape the product roadmap.
- Culture & Team Building: Champion a customer-obsessed culture. As the company scales, lay the groundwork to hire, train, and manage a world-class Customer Success team.
About You
We are hiring talent for the long run. While prior experience in a similar role is useful, we value raw exceptional capability over specific experience. We firmly believe that highly intelligent, driven people can transition into new challenges and achieve incredible things without a traditional background.
- First Principles & Systems Thinker: You don't just copy what other companies do. You strip problems down to their fundamental truths and build scalable, intelligent systems from the ground up.
- A "Driver" Personality: You are a smart, self-starting initiator who doesn't wait for permission to solve a problem. You take extreme ownership of your work.
- A Builder: You are energized by ambiguity and love the classic early-stage startup environment. You are highly capable of creating structure where none currently exists.
- Customer-Obsessed: You possess an intense passion for making clients successful and are deeply empathetic to their operational friction.
- Hard-Working & Resilient: You understand the demands of an early-stage startup and thrive in a high-expectation, high-reward environment.
- Collaborative: You have a strong desire to work closely with the founders and are invested in the overall success of the company, not just your specific department.
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Why Join Us?
This role offers substantial responsibility and accelerated personal growth. You are joining at the ground floor of a company poised to disrupt a massive industry.
We offer a hybrid working setup out of South London, prioritising close collaboration while maintaining flexibility. As Wasters scales, your career path is in your hands: you will have the opportunity to build out and lead the Customer Success department, or transition into another critical role within the company if you choose.
Ready to build? Let's talk.
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