Director, Customer Success

• 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 the metrics — we're data-driven, and what good looks like here: 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.

• You have 6+ years in customer success / CX leadership at a B2B SaaS company, ideally vertical SaaS for SMB or mid-market operators.
• You've managed a team of 5+ across support and account management — you can hire, coach, and let go when needed.
• You've measurably moved net and gross retention at a prior company and can talk cohorts, expansion mechanics, and churn diagnostics with precision.
• You're AI-forward — you've already built AI workflows and automation into how a CX org runs, or you're determined to learn and build them fast. If you've spent the last three years in CX without putting AI to work, TrashLab won't be a fit.
• You're comfortable being the most operationally-minded person in any room — you build process where there is none, and strip it out when it stops earning its keep.
• You're fluent with modern CS tooling (Intercom/Front, HubSpot/Salesforce, Gainsight/Catalyst/Vitally).
• You're willing to travel ~10–15% of the time for team offsites and customer site visits.