Head of Customer Success

UP.Labs

About The Position

FrontlineIQ, an UP.Labs portfolio company is the AI sales coaching platform for in-person sales teams - on the floor, in the showroom, at the counter, or across the desk. We’re transforming how frontline salespeople learn, practice, and perform through natural voice interactions, real-world role-plays, and AI-powered scrimmaging that builds confidence and sharpens instincts in the flow of work. Built for sales managers and their sales teams, FrontlineIQ delivers real-time coaching, automated goal setting, and actionable insights to help their teams grow revenue, boost engagement, and close more deals. While we started in retail, our platform is built for any in-person sales environment - branches, boutiques, dealerships, or showrooms - anywhere in the world. With growing customer traction and strong support from UU.Labs Venture Studio, we’re scaling rapidly. We’re looking for experienced, action-oriented leaders who can execute and drive results to join our founding team and help redefine how the world’s best sales teams train and perform. Role Overview: FrontlineIQ is seeking an experienced Head of Customer Success with a strong background in business operations and customer success within early-stage startups or scale-up companies. This individual will play a critical role in building and nurturing relationships with our customers, who are typically in operations, sales, or similar senior roles managing field sales professionals. The Head of CS will collaborate closely with clients to understand their needs, provide exceptional support, and ensure that FrontlineIQ’s solutions deliver maximum value and ROI. This role will be pivotal in driving customer retention and revenue growth, two of FrontlineIQ’s most important metrics.

Requirements

Experience: 3-5+ years of experience in customer success, business operations, or a similar role in an early-stage startup (pre-Series A preferred).
Customer-Centric: Proven experience building and maintaining strong customer relationships, with a focus on driving retention and revenue growth.
BizOps Background: Experience in business operations with a track record of building systems and processes in high-growth environments.
Sales & Tech Knowledge: Familiarity with the challenges faced by sales operations and sales management professionals, with the ability to empathize and deliver solutions that address their needs.
Data-Savvy: Ability to use and integrate AI and tools to enhance customer success operations and ROI.
Leadership & Communication: Strong leadership skills with high emotional intelligence, effective communication abilities, and a collaborative approach.

Nice To Haves

Experience in sales, retail or sales enablement technology, or store operations.
Direct management experience of L1 and L2 support teams.
Background in product, marketing, or operations within a tech startup and scale-up.
Experience in a high-pressure technical environment, with exposure to multidisciplinary teams or consulting.

Responsibilities

Customer Relationship Management: Build and maintain strong relationships with clients in retail operations and sales management roles, understanding their unique challenges and ensuring FrontlineIQ’s solutions address their needs effectively.
Customer Success Strategy: Develop and implement customer success frameworks that drive user adoption, satisfaction, and long-term retention. Create playbooks and processes to ensure customers achieve their desired outcomes using FrontlineIQ’s platform.
Customer Feedback Integration: Act as the voice of the customer, gathering feedback and insights to help inform product development and improvements. Work closely with the product team to translate customer needs into product features and enhancements.
Onboarding & Training: Design and oversee comprehensive onboarding programs that empower customers to leverage FrontlineIQ’s platform to its fullest potential. Provide ongoing training and direct user support to ensure continued success and satisfaction.
Proactive Support & Engagement: Lead proactive outreach to customers, ensuring they are fully supported and aware of new features, best practices, and opportunities to maximize their use of the platform.
Revenue & Retention Focus: Develop and execute strategies to drive customer retention and revenue growth. Measure success through customer lifetime value (CLTV), net retention rate (NRR), and other key metrics.
Expansion & Upsell Opportunities: Identify and pursue opportunities to expand FrontlineIQ’s footprint within existing accounts, working closely with sales and product teams to offer additional value and drive upsell opportunities.
Customer Advocacy: Foster a community of customer advocates who can provide testimonials, case studies, and referrals, contributing to FrontlineIQ’s growth and reputation in the market.

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