Head of Customer Service

Overview

Company Overview: Front Spin is an innovative technology Startup with a proven product and established customer base.

About the Role: We are seeking a looking for a dynamic Head of Customer Success (HoCS) to lead our Support and Customer Success teams, drive client satisfaction, and strengthen our operational foundation. This is a cross-functional leadership role that touches every part of our business. If you thrive at the intersection of people, process, and technology, this role is for you.

• Lead and mentor Support and CSM teams to deliver best-in-class client experiences, meet SLA commitments, and maintain strong relationships with top accounts.
• Serve as an executive partner for strategic clients, driving adoption, retention, and growth.
• Oversee product enablement and feature testing
• Own ISO 27001:2022 HoCS responsibilities.
• interact with telecom and carrier providers (U.S. and international), ensuring number provisioning, registration compliance, and resolution of service issues.
• Collaborate with Product, Engineering, and Operations leadership to align customer needs with business priorities.

• Extensive experience in Customer Success, Support, or related leadership roles within SaaS or telecom.
• Strong track record of managing enterprise client relationships and driving measurable outcomes (NPS, retention, adoption).
• Hands-on experience with compliance frameworks a plus (ISO 27001, SOC 2, or equivalent).
• Familiarity with telecom ecosystems strongly preferred.
• Exceptional communication, leadership, and relationship-building skills.
• Comfortable working in a fast-paced, high-growth environment with cross-functional responsibilities.

You’ll play a pivotal role in shaping the customer journey and operational backbone of Front Spin. As HoCS, you’ll not only lead client success but also influence product design, compliance strategy, and telecom operations. This is a rare opportunity to own a broad, impactful scope in a growth-stage SaaS company.