Director, Demand Generation (Copy)

Summary

TrashLab is an AI-native operating system for waste and recycling haulers. The Onboarding Manager will oversee the onboarding process for new customers, ensuring they transition smoothly to using TrashLab's platform and achieve high satisfaction rates during the implementation phase.

Responsibilities

• Run new-customer onboarding end-to-end: project plan, data migration, configuration, integration setup (accounting, payments, routing data), training, go-live, and first-30-day check-ins
• Travel to customer sites for kickoffs, go-lives, and high-leverage in-person training — onboardings are a mix of remote implementation and onsite work
• Sit with a hauler's CSR team, dispatcher, or scale-house operator, say “let me show you how this works” — and have them comfortable in an hour
• Build and refine onboarding playbooks per customer segment (residential, commercial, roll-off, scale houses) using AI-generated checklists, automated configuration scripts, and in-app guides — what good looks like: <45-day implementations and 90%+ onboarding completion
• Partner with Sales on handoff quality and with Support on post-onboarding escalations
• Catch product friction early and route it to engineering with crisp repro steps — you're the canary for usability issues

Skills

• 3+ years in SaaS onboarding, implementation, customer success, or operations roles
• Strong preference for vertical SaaS that touches physical operations
• Comfortable holding a project plan, a customer's hand, and a dashboard simultaneously
• Know how to teach an operator who's never used software like this before — without being condescending
• AI-forward — you already put AI agents and automation to work on the repeatable parts, or you're eager to learn and build
• Comfortable traveling regularly
• Have the constitution for early-morning customer sites
• Can maintain poise and develop a plan in unstructured environments
• Background in waste, fleet, field service, hospitality, or logistics software
• Comfort with data migration tooling (CSV wrangling, basic SQL)

Qualifications

Must Haves

• 3+ years in SaaS onboarding, implementation, customer success, or operations roles
• strong preference for vertical SaaS that touches physical operations
• comfortable holding a project plan, a customer's hand, and a dashboard simultaneously
• know how to teach an operator who's never used software like this before — without being condescending
• AI-forward — you already put AI agents and automation to work on the repeatable parts, or you're eager to learn and build
• comfortable traveling regularly
• have the constitution for early-morning customer sites
• can maintain poise and develop a plan in unstructured environments

Nice to Haves

• background in waste, fleet, field service, hospitality, or logistics software
• comfort with data migration tooling (CSV wrangling, basic SQL)

Benefits

• Unlimited PTO
• Health insurance
• Vision insurance
• Dental insurance
• 401k