Lead and scale the customer implementation function from contract to production: manage kickoff, data migration, integrations, training, go-live and early adoption. Hire and coach onboarding teams, systemize implementation playbooks, drive time-to-first-value using automation/AI, partner with Sales and Customer Success, and surface product friction to engineering to improve outcomes and metrics.
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 Director, Implementation to own the customer journey from signed contract to production — turning hauler operators into confident TrashLab users in weeks, not months, and building the implementation team that scales with our growth. You'll partner extremely closely with the Director, Customer Success on the go-live handoff.
You will own the end-to-end implementation motion, the team behind it, and the time-to-first-value metrics that make customers fall in love with TrashLab. This role reports directly to the CEO.
You will:
- Own the end-to-end customer implementation motion: kickoff, data migration, product configuration, integration setup (accounting, payments, routing data), training, go-live, and first-30-day success.
- Lead and grow the Onboarding & Implementation team — hire, coach, and manage Onboarding Managers and, over time, Implementation Consultants as we scale.
- Systemize and scale the implementation process: streamlined processes, data migration tools, project management expectations, and playbooks by customer segment for onsite vs. offsite implementations — personally leading several onsite implementations to refine them.
- Drive time-to-first-value down aggressively using AI-generated migration scripts, automated configuration flows, interactive in-app training tools, and self-serve setup wizards.
- Partner tightly with Sales on handoff quality and with the Director, Customer Success on the go-live to steady-state transition.
- Own the metrics — we're data-driven, and what good looks like here: <45-day implementations, 90%+ onboarding completion, 70+ NPS, strong on-time go-live rate and first-90-day adoption.
- Catch product friction early — route the top implementation pain points to engineering with crisp repro steps.
You are a great fit if:
- You have 6+ years in SaaS implementation, professional services, solutions delivery, or customer onboarding leadership.
- You've managed implementation managers, onboarding managers, or PS consultants at a B2B SaaS company.
- You have strong project management chops — you can hold 10+ concurrent implementations without dropping details, and know when to escalate vs. absorb.
- You've measurably moved time-to-first-value down at a prior company and can talk about what actually worked — process, tooling, staffing, or a combination.
- You're AI-forward — you've shipped AI workflows and automation into implementation work before, or you're eager to build them here from day one.
- You're comfortable in front of hauler operators, dispatchers, CSRs, and CFOs — you can teach without being condescending and disagree without being combative.
- You're willing to travel for kickoffs, go-lives, onsite implementations, and rescue missions.
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