Trashlab

Director of Customer Success

USA · Director

Sponsorship not specified$10k-$15kDetected 5 days ago

Agentic AIHubSpotSalesforceCRMAccount ManagementCustomer SuccessIntercomLeadership

About the role

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.
You've measurably moved net and gross retention at a prior company and can talk cohorts, expansion mechanics, and churn diagnostics with precision.

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.
Own the customer post-onboarding journey end-to-end: adoption, support, renewal, expansion, and reference cultivation across all customer segments.
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.
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've managed a team of 5+ across support and account management - you can hire, coach, and let go when needed.
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.
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 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.

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.
Compensation The base pay range for this role is competitive and includes equity.
Benefits include unlimited PTO, health, vision, and dental insurance, and 401k.
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.

CRM, billing, dispatch, routing, scale and recycling workflows, driver app and customer portal.
Haulers use TrashLab to grow revenue and better serve their customers.

This listing is sourced directly from Trashlab's careers page and normalized into a canonical job model.