Strategic Customer Success Manager

TrashLab provides an AI-native operating system for waste and recycling haulers. The Strategic Customer Success Manager owns relationships and account strategy for high-touch customers, supporting retention, expansion, and the development of strategic-account processes.

Responsibilities:

• Build and drive a strategic plan for each account, tied to the hauler’s business goals: growing routes, consolidating sites, scaling without adding headcount
• Get deep into how each customer actually works, from scale house flow to dispatch on a Monday morning to month-end billing
• Build relationships with owners, ops leaders, and CFOs, and become the first call they make when something changes in their business
• Own renewal health, catch risk early, and pull in leadership when an account needs air cover.Work with Sales to identify expansion opportunities. Bring the operational insight that makes those conversations land
• Bring what you learn from complex operations back to Product, Onboarding, and Support, and help shape the roadmap and the experience for our most demanding haulers
• Build named advocates inside every account, and partner with Marketing on references, case studies, and testimonials
• We’re early, so you’ll help design how we serve strategic accounts: health scoring, account planning, EBR frameworks, and onboarding handoffs
• Use AI account briefs, automated health scoring, and CRM automation so your time goes to customers, not admin

Requirements:

• Have 3+ years in B2B SaaS customer success or account management, managing high-touch or enterprise accounts
• Have owned account strategy for complex, multi-stakeholder customers, and can show how your plans moved the needle for them
• Thrive working cross-functionally with Sales, Product, and Onboarding to get the right outcome for the customer
• Are AI-forward, organized, communicate well async, and treat the CRM as your source of truth
• Formal change management experience, such as leading adoption through a system migration or operational overhaul
• Prosci, ADKAR, or similar
• Experience in waste, recycling, logistics, field services, or another operations-heavy industry