Role Description We're hiring a Director, Customer Success to lead a growing CX team across account management and frontline support — and make TrashLab the easiest waste software to live with. You'll partner extremely closely with the Director, Implementation on the go-live handoff. You will own the post-onboarding customer journey end-to-end and drive industry-leading retention. This role reports directly to the CEO. - 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. Qualifications - 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. Benefits - Competitive base pay range including equity. - Unlimited PTO. - Health, vision, and dental insurance. - 401k.

• You'll build deep, trusted relationships with engineering leaders—understanding their goals, unblocking challenges, and helping them get the most out of Span. • Lead onboarding, set success plans, and guide customers through best practices to ensure adoption, retention, and expansion. • Be the go-to advisor for our customers—navigating the worlds of AI Effectiveness and Developer Intelligence. • Work across departments (Sales, Product, Engineering) to advocate for customer needs and deliver a standout experience. • Lead value-driven conversations regularly with customers to help them make the connection between Engineering Intelligence and business outcomes. • Identify champions, expand usage across teams, and proactively spot churn risks before they happen. • Get creative with workflows, playbooks, and experiments to scale our CS efforts as we grow.

• Design and own the full digital customer journey for the SMB segment, from onboarding through renewal - automated touchpoints, milestone triggers, adoption nudges, and health-based interventions. • Build and manage lifecycle email and in-app campaigns that drive product adoption and surface value at the right moments, using behavioral and health score signals. • Identify the leading indicators of retention in this segment and create proactive playbooks that engage our customers. • Leverage AI tools to automate outreach, personalize communication at scale, and improve the efficiency of the digital CS motion. • Instrument everything — define the metrics, track what's working, and report clearly on program performance and segment health. • Work cross-functionally with Product, Marketing, and Implementation to align messaging, timing, and channel strategy for SMB customers. • Build and run scalable webinar programs that educate customers and deepen product adoption across our customer base.

• Design and own the full digital customer journey for the SMB segment, from onboarding through renewal - automated touchpoints, milestone triggers, adoption nudges, and health-based interventions. • Build and manage lifecycle email and in-app campaigns that drive product adoption and surface value at the right moments, using behavioral and health score signals. • Identify the leading indicators of retention in this segment and create proactive playbooks that engage our customers. • Leverage AI tools to automate outreach, personalize communication at scale, and improve the efficiency of the digital CS motion. • Instrument everything — define the metrics, track what's working, and report clearly on program performance and segment health. • Work cross-functionally with Product, Marketing, and Implementation to align messaging, timing, and channel strategy for SMB customers. • Build and run scalable webinar programs that educate customers and deepen product adoption across our customer base.