Director, Demand Generation (Copy)

TrashLab • San Francisco, CA

6d

About The Position

TrashLab is seeking a Director, Implementation to oversee the entire customer journey from contract signing to full production. The goal is to transform hauler operators into confident TrashLab users efficiently, aiming for weeks rather than months, and to build an implementation team capable of scaling with the company's growth. This role involves close collaboration with the Director of Customer Success for a smooth go-live transition. The Director will be responsible for the complete implementation process, the team executing it, and key metrics related to time-to-first-value, ensuring customers develop a strong affinity for TrashLab. This position reports directly to the CEO.

Requirements

• 6+ years in SaaS implementation, professional services, solutions delivery, or customer onboarding leadership.
• Managed implementation managers, onboarding managers, or PS consultants at a B2B SaaS company.
• Strong project management skills; ability to manage 10+ concurrent implementations without losing details, and knowing when to escalate vs. absorb.
• Measurably reduced time-to-first-value at a prior company and can articulate the strategies used (process, tooling, staffing, or a combination).
• AI-forward mindset; experience shipping AI workflows and automation into implementation work, or a strong desire to build them.
• Comfortable interacting with hauler operators, dispatchers, CSRs, and CFOs; ability to teach effectively and handle disagreements constructively.
• Willingness to travel for kickoffs, go-lives, onsite implementations, and rescue missions.

Responsibilities

• Own the end-to-end customer implementation motion: kickoff, data migration, product configuration, integration setup (accounting, payments, routing data), training, go-live, and first-30-day success.
• Lead and grow the Onboarding & Implementation team — hire, coach, and manage Onboarding Managers and, over time, Implementation Consultants as we scale.
• Systemize and scale the implementation process: streamlined processes, data migration tools, project management expectations, and playbooks by customer segment for onsite vs. offsite implementations — personally leading several onsite implementations to refine them.
• Drive time-to-first-value down aggressively using AI-generated migration scripts, automated configuration flows, interactive in-app training tools, and self-serve setup wizards.
• Partner tightly with Sales on handoff quality and with the Director, Customer Success on the go-live to steady-state transition.
• Own the metrics — we're data-driven, and what good looks like here: <45-day implementations, 90%+ onboarding completion, 70+ NPS, strong on-time go-live rate and first-90-day adoption.
• Catch product friction early — route the top implementation pain points to engineering with crisp repro steps.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed