Implementation Manager

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 an Onboarding Manager to take freshly-signed haulers from contract to confidently using TrashLab in production — travel light, ship fast, and leave every customer happier than you found them. You'll be the 2nd Onboarding Manager, splitting coverage roughly east/west with the existing OM. You will: 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. You are a great fit if: You have 3+ years in SaaS onboarding, implementation, customer success, or operations roles — strong preference for vertical SaaS that touches physical operations. You're comfortable holding a project plan, a customer's hand, and a dashboard simultaneously. You know how to teach an operator who's never used software like this before — without being condescending. You're AI-forward — you already put AI agents and automation to work on the repeatable parts, or you're eager to learn and build. You're comfortable traveling regularly, have the constitution for early-morning customer sites, and can maintain poise and develop a plan in unstructured environments. A plus: background in waste, fleet, field service, hospitality, or logistics software, and comfort with data migration tooling (CSV wrangling, basic SQL). Compensation Salary is competitive with equity. Benefits include unlimited PTO, health, vision, and dental insurance, and 401k.