Customer Success Manager

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 were 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.

What you'll own

You'll own a focused portfolio of our highest-touch accounts: multi-site operations, complex service mixes, and haulers whose workflows push the platform to its limits. You're the person who knows how each of these businesses runs, where it's headed, and how TrashLab gets them there.

• Own the account strategy. Build and drive a strategic plan for each account, tied to the hauler's business goals: growing routes, consolidating sites, scaling without adding headcount.
• Master complex operations. Get deep into how each customer actually works, from scale house flow to dispatch on a Monday morning to month-end billing.
• Be the trusted advisor at every level. Build relationships with owners, ops leaders, and CFOs, and become the first call they make when something changes in their business.
• Protect and strengthen the relationship. Own renewal health, catch risk early, and pull in leadership when an account needs air cover.Work with Sales to identify expansion opportunities. Bring the operational insight that makes those conversations land.
• Be the voice of the customer inside TrashLab. Bring what you learn from complex operations back to Product, Onboarding, and Support, and help shape the roadmap and the experience for our most demanding haulers.
• Turn customers into champions. Build named advocates inside every account, and partner with Marketing on references, case studies, and testimonials.
• Build the playbook and make it stick. We're early, so you'll help design how we serve strategic accounts: health scoring, account planning, EBR frameworks, and onboarding handoffs.
• Work AI-first. Use AI account briefs, automated health scoring, and CRM automation so your time goes to customers, not admin.

What winning looks like

Your accounts renew at 95%+ gross retention and grow over time. Your customers see you as part of their leadership team.

You might be a great fit if you

• Have 3+ years in B2B SaaS customer success or account management, managing high-touch or enterprise accounts
• Have owned account strategy for complex, multi-stakeholder customers, and can show how your plans moved the needle for them
• Thrive working cross-functionally with Sales, Product, and Onboarding to get the right outcome for the customer
• Are AI-forward, organized, communicate well async, and treat the CRM as your source of truth

Bonus points if you have

• Formal change management experience, such as leading adoption through a system migration or operational overhaul (Prosci, ADKAR, or similar is a plus but not required)
• Experience in waste, recycling, logistics, field services, or another operations-heavy industry

Why join now

• Own our most important customer relationships at an early, fast-growing Series A company
• A product customers depend on every day, with AI built into its core
• A team that moves fast and cares deeply about the operators we serve
• The chance to help define what modern hauler technology looks like for the next decade

Compensation & benefits

• $110,000 - $140,000 OTE
• Fully covered health, dental, and vision options, with significant contributions for spouses and dependents
• HSA, FSA, 401(k), and commuter benefits accounts

TrashLab is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, sex, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic under applicable law. Employment with TrashLab is at-will, and this job description is not a contract of employment. Responsibilities, qualifications, and benefits are subject to change at the companys discretion.