Customer Success Manager

TrashLab is an AI-native operating system for waste and recycling haulers across the US and Canada, providing technology for CRM, billing, dispatch, routing, scale and recycling workflows, driver apps, and customer portals. The Customer Success Manager will own a portfolio of hauler accounts after onboarding, driving renewals, expansion, product adoption, customer relationships, and reference generation. The role also uses AI account briefs, automated health scoring, and CRM tools to improve customer engagement and account management efficiency.

Responsibilities:

• Own a book of named hauler accounts: run quarterly business reviews, track product adoption, identify expansion opportunities, and forecast renewals accurately
• Drive expansion — upsell additional product modules, add-ons (extra users, additional routes, AI dispatcher tiers), and multi-site rollouts
• Own renewals — both the forecast and the close. Catch risk early and bring in leadership when a deal needs air cover — what good looks like: 95%+ GRR and 115%+ NRR across your book
• Build customer relationships that compound: deep knowledge of each hauler's operation, named champions on their team, and a reputation for getting things done
• Source customer references, case studies, and testimonials — partner with Marketing to turn happy customers into pipeline
• Use AI account briefs, automated health scoring, and CRM hygiene tools to spend more time with customers and less on admin

Requirements:

• You have 3+ years in B2B SaaS Account Management or CSM roles with renewal and expansion responsibility
• You can hold a number — quota, net retention, gross retention — and forecast accurately and reliably
• You can nurture a relationship over time without being transactional — both modes, switched at the right moment
• You're AI-forward — you put AI briefs, health scoring, and automation to work so admin doesn't eat your customer time, or you're eager to learn
• You're comfortable selling to mid-market operators — owner-operators, ops VPs, and CFOs at small-to-mid-market hauler companies
• You're a highly organized async communicator — you live in the CRM, not despite it