Customer Success Manager - FrontlineIQ

UP.Labs

18h•Remote

About The Position

FrontlineIQ, an UP.Labs company, is the AI sales coaching platform for in-person sales teams. We are transforming how frontline salespeople learn, practice, and perform through natural voice interactions, real-world role-plays, and AI-powered scrimmaging. Our platform delivers real-time coaching, automated goal setting, and actionable insights to help sales teams grow revenue, boost engagement, and close more deals. We are looking for experienced, action-oriented people who can execute and drive results to join our team and help redefine how the world's best sales teams train and perform. As a Customer Success Manager, you will own onboarding, value realization, renewal, and expansion for your book of business. This individual will play a critical role in building and nurturing enterprise-level relationships with our customers, who are typically senior leaders in L&D, operations or sales managing large field sales organizations. You will be expected to multithread across the full organization, from the C-suite and VP level down to the frontline sales associates, building trust and alignment at every layer. Reports to the Head of Customer Success. Key metrics: Time to Value, Net Revenue Retention, CLTV and Customer Advocacy. Location: Remote, Canada.

Requirements

5 or more years in a high touch Customer Success role within SaaS
Experience managing enterprise accounts in the $200K to $300K+ ARR range, with demonstrated ability to navigate complex, multi-layered organizations
Proven track record of multithreading relationships from frontline teams to the C-suite
Comfortable presenting independently to senior executive groups without supervision
Experience in an early stage startup, ideally Series A or earlier
Demonstrated ownership of renewals and expansion
Background in retail software or direct experience working in retail earlier in your career
Understanding of coaching philosophy and how managers develop individual performers; able to bring both the art and the science to conversations about coaching program design
Exceptional written and verbal English

Nice To Haves

Familiarity with HubSpot, Slack, Google Workspace, Monday.com
Experience managing L1 and L2 support workflows
Building Knowledge Hub resources
Product marketing background

Responsibilities

Lead structured onboarding engagements typically 4 to 10 weeks depending on scope
Align stakeholders on success criteria, milestones, and measurable outcomes
Drive early wins and document ROI to build executive confidence
Ensure clean handoff from Sales and clear documentation of goals and scope
Deliver live training for admins, managers, and end users
Provide ongoing enablement and workflow optimization
Act as primary support contact, resolving issues directly or coordinating with Product and Engineering
Monitor usage data and proactively address adoption risks
Build and maintain multithreaded relationships across the full customer organization, from executive sponsors and economic buyers down to frontline managers and sales associates
Deliver compelling presentations independently to senior executive audiences, including groups of 10 or more VP and C-suite stakeholders
Serve as strategic advisor on how FrontlineIQ supports business goals
Bring structured customer feedback to Product and Leadership
Own renewal strategy, ROI storytelling, and contract coordination
Identify and drive upsell and cross sell opportunities
Develop risk mitigation plans when health signals decline
Track and report on adoption, engagement, executive alignment, and ROI progress