Customer Success Manager

About TrashLab Software

TrashLab Software is transforming the waste hauling industry with AI-driven automation. Our all-in-one platform helps haulers optimize truck routing, streamline invoicing and billing, and track dumpster locations. As an early team member, you’ll play a crucial role in ensuring our customers succeed with our technology.

The Role:

As our Founding Customer Success Manager, you will own the end-to-end customer experience, with a primary focus on fully handling customer onboardings. Your goal is to ensure haulers successfully implement and activate all TrashLab features while providing strategic guidance on how they can leverage the platform to elevate their business. You will also work toward developing scalable processes to improve onboarding efficiency.

Responsibilities:

• Ensure success of customers by any means necessary.
• Fully handle customer onboardings end to end, including kickoff calls, data entry, trainings, ensuring seamless adoption.
• Activate our customer base onto all features of the TrashLab platform.
• Be the point of contact and strategic thought partner for waste hauler customers, advising on business growth opportunities using TrashLab.
• Develop scalable processes for customer education, onboarding, and support.
• Work closely with product and engineering to ensure customer feedback drives improvements.
• Lead QBRs and strategic check-ins to strengthen customer relationships.
• Build out self-service content, playbooks, and automation to reduce support load.

Requirements:

• 3+ years in customer success, account management, or a related field.
• 50% travel in US to onboard customers.
• Gritty startup mindset.
• Strong ability to build relationships and drive customer engagement.
• Data-driven approach to improving customer health and retention.
• Experience developing scalable customer success processes in a startup environment.
• Self-starter mentality with a bias for action.
• Bonus: Familiarity with the waste management or logistics industry.

Benefits:

• Unlimited PTO.
• Medical, dental, and vision coverage.
• High-impact role within an inclusive and supportive culture.