UP.Labs

&lt;h3&gt;Role Description&lt;/h3&gt;&lt;div&gt;UP.Labs is seeking a proven Head of Customer Operations with a track record in 0&amp;gt;1 environments to join an innovative AI-powered performance management solution aimed at revolutionizing B2C sales. The company has begun generating revenue with a growing customer base and robust support from the UP.Partners ecosystem. We will be scaling rapidly in 2025, and are looking for visionary leaders to join our founding team and help drive our mission to enhance human performance in the B2C sales industry. Our ideal candidate will have a strong background in business operations and customer success within early-stage startups. This individual will play a critical role in building and nurturing relationships with our customers, who are typically in retail operations, sales management, or similar roles managing field sales professionals. The Head of Customer Ops will collaborate closely with customers to understand their needs, provide exceptional support, and ensure that our solutions deliver maximum value. This role will be pivotal in driving customer retention and revenue growth.&lt;/div&gt;&lt;div&gt;&lt;br&gt;&lt;/div&gt;&lt;h3&gt;&lt;strong&gt;Key Responsibilities&lt;/strong&gt;&lt;/h3&gt;&lt;ul&gt;&lt;li&gt;&lt;strong&gt;Customer Relationship Management&lt;/strong&gt;: Build and maintain strong relationships with clients in retail operations and sales management roles, understanding their unique challenges and ensuring Theo’s solutions address their needs effectively.&lt;/li&gt;&lt;li&gt;&lt;strong&gt;Customer Success Strategy&lt;/strong&gt;: 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 Theo’s platform.&lt;/li&gt;&lt;li&gt;&lt;strong&gt;Customer Feedback Integration&lt;/strong&gt;: 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.&lt;/li&gt;&lt;li&gt;&lt;strong&gt;Onboarding &amp;amp; Training&lt;/strong&gt;: Design and oversee comprehensive onboarding programs that empower customers to leverage Theo’s platform to its fullest potential. Provide ongoing training and support to ensure continued success and satisfaction.&lt;/li&gt;&lt;li&gt;&lt;strong&gt;Proactive Support &amp;amp; Engagement&lt;/strong&gt;: 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.&lt;/li&gt;&lt;li&gt;&lt;strong&gt;Revenue &amp;amp; Retention Focus&lt;/strong&gt;: 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.&lt;/li&gt;&lt;li&gt;&lt;strong&gt;Expansion &amp;amp; Upsell Opportunities&lt;/strong&gt;: Identify and pursue opportunities to expand Theo’s footprint within existing accounts, working closely with sales and product teams to offer additional value and drive upsell opportunities.&lt;/li&gt;&lt;li&gt;&lt;strong&gt;Customer Advocacy&lt;/strong&gt;: Foster a community of customer advocates who can provide testimonials, case studies, and referrals, contributing to Theo’s growth and reputation in the market.&lt;/li&gt;&lt;/ul&gt;&lt;h3&gt;&lt;strong&gt;Key Qualifications&lt;/strong&gt;&lt;/h3&gt;&lt;ul&gt;&lt;li&gt;&lt;strong&gt;Experience&lt;/strong&gt;: 3-5+ years of experience in customer success, business operations, or a similar role in an early-stage startup (pre-Series A preferred).&lt;/li&gt;&lt;li&gt;&lt;strong&gt;Customer-Centric&lt;/strong&gt;: Proven experience building and maintaining strong customer relationships, with a focus on driving retention and revenue growth.&lt;/li&gt;&lt;li&gt;&lt;strong&gt;BizOps Background&lt;/strong&gt;: Experience in business operations with a track record of building systems and processes in high-growth environments.&lt;/li&gt;&lt;li&gt;&lt;strong&gt;Sales &amp;amp; Retail Knowledge&lt;/strong&gt;: Familiarity with the challenges faced by retail operations and sales management professionals, with the ability to empathize and deliver solutions that address their needs.&lt;/li&gt;&lt;li&gt;&lt;strong&gt;Tech-Savvy&lt;/strong&gt;: Ability to use and integrate business tools like Zapier and Notion to enhance customer success operations.&lt;/li&gt;&lt;li&gt;&lt;strong&gt;Leadership &amp;amp; Communication&lt;/strong&gt;: Strong leadership skills with high emotional intelligence, effective communication abilities, and a collaborative approach.&lt;/li&gt;&lt;li&gt;&lt;strong&gt;Revenue-Driven&lt;/strong&gt;: A proven track record of driving customer retention and expansion, with a focus on achieving measurable business outcomes.&lt;/li&gt;&lt;/ul&gt;&lt;h3&gt;&lt;strong&gt;Bonus Skills&lt;/strong&gt;&lt;/h3&gt;&lt;ul&gt;&lt;li&gt;Experience in sales, retail technology, or store operations.&lt;/li&gt;&lt;li&gt;Background in product, marketing, or operations within a tech startup.&lt;/li&gt;&lt;li&gt;Master’s degree (postgraduate, MBA) or equivalent experience preferred.&lt;/li&gt;&lt;li&gt;Experience in a high-pressure tech environment, with exposure to multidisciplinary teams or consulting.&lt;/li&gt;&lt;/ul&gt;&lt;div&gt;We remove the typical risks of early-stage startups by partnering with Up.Labs and world-class investors, allowing us to offer competitive salaries, comprehensive benefits, and an environment where leaders can focus on building an extraordinary business. As a founding team member, you’ll collaborate with industry-leading experts to drive rapid growth and market impact.&lt;/div&gt;&lt;div&gt;&lt;br&gt;&lt;/div&gt;&lt;div&gt;&lt;strong&gt;UP.Labs Summary:&lt;/strong&gt;&lt;/div&gt;&lt;div&gt;We build high-growth tech startups. Our unique approach includes meaningful equity rewards, technology-driven products, and unprecedented industry access. We collaborate with corporate investors to launch and scale ventures&lt;/div&gt;&lt;div&gt;Our platform is unique in three ways:&lt;/div&gt;&lt;ol&gt;&lt;li&gt;&lt;em&gt;Risk:&lt;/em&gt; We reward our entire team and ecosystem of partners with meaningful equity&lt;/li&gt;&lt;li&gt;&lt;em&gt;Disruption:&lt;/em&gt; We build and launch scalable technology products that transform industries&lt;/li&gt;&lt;li&gt;&lt;em&gt;Industry Focus&lt;/em&gt;: We stay focused on the underlying fabric of retail&lt;/li&gt;&lt;/ol&gt;&lt;div&gt;We work with corporate investors over a multi-year period to launch a portfolio of ventures. Our team is dedicated to the first year of a new venture’s life cycle: from ideation to minimum viable product build - and beyond.&lt;/div&gt;