Director of Customer Success
TrashLab
- Location
- Remote (United States)
- Employment
- Full-time
- Level
- Senior Level
Posted 1 week ago
About the Role
TrashLab is an AI-native operating system for waste and recycling haulers, aiming to revolutionize the industry with modern technology. This role will lead the customer success team to drive industry-leading retention and adoption of their platform.
Skills
Customer Success Leadership
Account Management
Customer Experience
Churn Diagnostics
AI Workflow Automation
B2B SaaS
Retention Management
Team Management
Process Optimization
Data Analysis
Customer Journey Mapping
CRM Tooling
Benefits
- Health Insurance
- Vision Insurance
- Dental Insurance
- 401k
- Unlimited PTO
Perks
- Equity
- Remote OK
Full job details
Director, Customer Success
TrashLab is the AI-native operating system for waste and recycling haulers across the US and Canada. We replace legacy point solutions with modern technology and AI agents that do real work in the truck, at the scale house, and on the phones. Our platform runs the full operational stack: CRM, billing, dispatch, routing, scale and recycling workflows, driver app and customer portal. Haulers use TrashLab to grow revenue and better serve their customers.
Since launching in 2023, TrashLab has scaled rapidly: live in 40+ states across hundreds of haulers and revolutionizing a $100B+ category with cutting edge technology. And our ambition goes beyond software — over time, we aim to become the financial and operational network that powers the industry. We recently completed our Series A from top-tier investors, and we're hiring a smart, ambitious team that will define what modern hauler technology will look like for the next decade. We move fast and care deeply about the operators we serve. Learn more at trashlab.com.
About the Role
We're hiring a Director, Customer Success to lead a growing CX team across account management and frontline support — and make TrashLab the easiest waste software to live with. You'll partner extremely closely with the Director, Implementation on the go-live handoff.
You will own the post-onboarding customer journey end-to-end and drive industry-leading retention. This role reports directly to the CEO.
You will:
- Own the customer post-onboarding journey end-to-end: adoption, support, renewal, expansion, and reference cultivation across all customer segments.
- Manage and develop a growing remote team across account management and frontline support, with periodic in-person team offsites.
- Partner tightly with the Director, Implementation on the go-live to steady-state handoff — own the customer's experience from first successful production usage onward.
- Drive the metrics — we're data-driven, and what good looks like here: 95%+ GRR, 115%+ NRR, 70+ NPS, and <1-hour first response during coverage windows.
- Build the AI-leveraged support stack: AI CSR triage for tier-1 tickets, in-app guides, and a self-serve help center — reducing cost-to-serve while improving satisfaction.
- Be the bridge between customers and product — bring the voice of the hauler into roadmap conversations as a synthesizer who knows what's actually a pattern.
- Co-own the renewal motion and expansion playbook with the Account Manager team; forecast renewals accurately and build a health score that actually predicts churn.
You are a great fit if:
- You have 6+ years in customer success / CX leadership at a B2B SaaS company, ideally vertical SaaS for SMB or mid-market operators.
- You've managed a team of 5+ across support and account management — you can hire, coach, and let go when needed.
- You've measurably moved net and gross retention at a prior company and can talk cohorts, expansion mechanics, and churn diagnostics with precision.
- You're AI-forward — you've already built AI workflows and automation into how a CX org runs, or you're determined to learn and build them fast. If you've spent the last three years in CX without putting AI to work, TrashLab won't be a fit.
- You're comfortable being the most operationally-minded person in any room — you build process where there is none, and strip it out when it stops earning its keep.
- You're fluent with modern CS tooling (Intercom/Front, HubSpot/Salesforce, Gainsight/Catalyst/Vitally).
- You're willing to travel ~10–15% of the time for team offsites and customer site visits.
Compensation
The base pay range for this role is competitive and includes equity. Benefits include unlimited PTO, health, vision, and dental insurance, and 401k.