UP.Labs · 1 week ago
Head of Customer Success
United States
Full-time
Remote
Lead/Staff, Director/Executive
3+ years expUP.Labs is a venture studio supporting innovative companies, and they are seeking a Head of Customer Success for FrontlineIQ, an AI sales coaching platform. The role involves building relationships with customers, developing success strategies, and driving customer retention and revenue growth.
Responsibilities
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
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
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
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
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
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
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
Foster a community of customer advocates who can provide testimonials, case studies, and referrals, contributing to FrontlineIQ’s growth and reputation in the market
Qualification
Required
3-5+ years of experience in customer success, business operations, or a similar role in an early-stage startup (pre-Series A preferred)
Proven experience building and maintaining strong customer relationships, with a focus on driving retention and revenue growth
Experience in business operations with a track record of building systems and processes in high-growth environments
Familiarity with the challenges faced by sales operations and sales management professionals, with the ability to empathize and deliver solutions that address their needs
Ability to use and integrate AI and tools to enhance customer success operations and ROI
Strong leadership skills with high emotional intelligence, effective communication abilities, and a collaborative approach
Preferred
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
Company
UP.Labs
UP.Labs is a first-of-its-kind venture lab unlocking the future of transportation and mobility.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
André Rabold
Head of Engineering & Venture CTO
Keith Rives
CTO, Stealth Retail Data Science Startup
Recent News
2026-01-11
Company data provided by crunchbase