Director of Customer Success

TrashLab•United States,

8d•Remote

About The Position

TrashLab is seeking a Director, Customer Success to lead a growing CX team across account management and frontline support. The goal is to make TrashLab the easiest waste software to live with. This role involves close partnership with the Director, Implementation on go-live handoffs. The Director will own the post-onboarding customer journey end-to-end and drive industry-leading retention. This role reports directly to the CEO.

Requirements

6+ years in customer success / CX leadership at a B2B SaaS company, ideally vertical SaaS for SMB or mid-market operators.
Managed a team of 5+ across support and account management — ability to hire, coach, and let go when needed.
Measurably moved net and gross retention at a prior company and can talk cohorts, expansion mechanics, and churn diagnostics with precision.
AI-forward — experience building AI workflows and automation into a CX org, or determination to learn and build them fast.
Comfortable being the most operationally-minded person in any room — ability to build process where there is none, and strip it out when it stops earning its keep.
Fluent with modern CS tooling (Intercom/Front, HubSpot/Salesforce, Gainsight/Catalyst/Vitally).
Willing to travel ~10–15% of the time for team offsites and customer site visits.

Responsibilities

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 key metrics: 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.