Director, Demand Generation (Copy)

TrashLab•San Francisco, CA

6d•Hybrid

About The Position

TrashLab is seeking an Onboarding Manager to guide newly signed haulers from contract signing to confident production use of the TrashLab platform. This role involves managing the entire onboarding process, including project planning, data migration, configuration, integration setup, training, go-live, and initial customer check-ins. The Onboarding Manager will be responsible for both remote and onsite implementation, including hands-on training with customer teams. A key aspect of the role is developing and improving onboarding playbooks for different customer segments, aiming for efficient implementations and high completion rates. The position also requires close collaboration with Sales and Support teams, and providing feedback to engineering on product usability issues.

Requirements

3+ years in SaaS onboarding, implementation, customer success, or operations roles
Comfortable holding a project plan, a customer's hand, and a dashboard simultaneously.
Ability to teach an operator who's never used software like this before without being condescending.
AI-forward — you already put AI agents and automation to work on the repeatable parts, or you're eager to learn and build.
Comfortable traveling regularly, have the constitution for early-morning customer sites, and can maintain poise and develop a plan in unstructured environments.

Nice To Haves

Strong preference for vertical SaaS that touches physical operations.
Background in waste, fleet, field service, hospitality, or logistics software.
Comfort with data migration tooling (CSV wrangling, basic SQL).

Responsibilities

Run new-customer onboarding end-to-end: project plan, data migration, configuration, integration setup (accounting, payments, routing data), training, go-live, and first-30-day check-ins.
Travel to customer sites for kickoffs, go-lives, and high-leverage in-person training — onboardings are a mix of remote implementation and onsite work.
Sit with a hauler's CSR team, dispatcher, or scale-house operator, say “let me show you how this works” — and have them comfortable in an hour.
Build and refine onboarding playbooks per customer segment (residential, commercial, roll-off, scale houses) using AI-generated checklists, automated configuration scripts, and in-app guides — what good looks like: <45-day implementations and 90%+ onboarding completion.
Partner with Sales on handoff quality and with Support on post-onboarding escalations.
Catch product friction early and route it to engineering with crisp repro steps — you're the canary for usability issues.