Customer Success Manager

TrashLab; Northern (KY); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Unlimited PTO

Health insurance

Vision insurance

Dental insurance

401k

Job summary

TrashLab is seeking a Customer Account Manager to own a portfolio of haulers post-onboarding, renew them, expand them, and make them famous as references. The role blends Customer Experience with Sales & Marketing—renewals on one side and expansion on the other.

You will own a book of named accounts, drive expansion through upsells (modules, extra users, routes, AI tiers), and manage renewals with accurate forecasting. Strong CRM discipline and AI-driven health insights are expected.

Qualifications

• 3+ years in B2B SaaS Account Management or CSM roles with renewal and expansion responsibility.
• Ability to forecast renewals and expansion accurately.
• Strong relationship-building skills with mid-market operators.

Responsibilities

• Own a book of named hauler accounts; conduct quarterly business reviews and track product adoption.
• Drive expansion through upsell of modules, add-ons, and multi-site rollouts.
• Own renewals including forecasting and closing; identify risks and escalate when needed.

Skills

Account management

Renewals

Upsell

Forecasting

CRM usage

Customer relationships

Tools

CRM

Job description

TrashLab is the AI-native operating system for waste and recycling haulers across the US and Canada. We replace legacy point solutions with modern technology and AI agents that do real work in the truck, at the scale house, and on the phones. Our platform runs the full operational stack: CRM, billing, dispatch, routing, scale and recycling workflows, driver app and customer portal. Haulers use TrashLab to grow revenue and better serve their customers.

Since launching in 2023, TrashLab has scaled rapidly: live in 40+ states across hundreds of haulers and revolutionizing a $100B+ category with cutting edge technology. And our ambition goes beyond software - over time, we aim to become the financial and operational network that powers the industry. We recently completed our Series A from top-tier investors, and we're hiring a smart, ambitious team that will define what modern hauler technology will look like for the next decade. We move fast and care deeply about the operators we serve. Learn more at trashlab.com.

About the Role

We're hiring a Customer Account Manager to own a portfolio of haulers post-onboarding - renew them, expand them, and make them famous as references.

The role spans Customer Experience and Sales & Marketing: renewals on one side, expansion on the other.

You will:

• 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.

You are a great fit if:

• 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.

Compensation

The base pay range for this role is competitive and includes equity. Benefits include unlimited PTO, health, vision, and dental insurance, and 401k.