Customer Success Manager

HALOS is an advanced body camera and cloud software scaleup, working with some of the biggest names in security, services, and law enforcement. At HALO, we're passionate about safety and innovation, constantly staying ahead of threats and reducing risk. 

What sets HALOS apart is not just the cutting-edge technology we develop but the culture we've nurtured. Our team embodies openness, transparency, and a "one team" spirit. We're a group of passionate individuals, all working on exciting and impactful projects. Here, you'll find an environment that fosters collaboration, creativity, and a shared sense of purpose.

The Customer Success Manager (CSM) plays a critical role in ensuring customers derive maximum value from our products and enjoy a seamless experience. This position focuses on building strong relationships with clients, proactively addressing concerns, and identifying opportunities for retention and growth. The CSM will be responsible for ongoing customer engagement, issue resolution, and upselling initiatives to enhance customer satisfaction and loyalty.

• Customer Relationship Management:
• Serve as the primary point of contact for major clients, ensuring smooth communication and issue resolution.
• Conduct Quarterly Business Reviews (QBRs) with key customers to assess product performance, gather feedback, and identify improvement areas.

• Customer Engagement:
• Maintain regular touchpoints with customers, including monthly check-ins during the first year and quarterly check-ins thereafter.
• Gather and analyze customer feedback to improve product offerings and enhance service quality.

• Proactive Issue Resolution:
• Monitor product usage trends to anticipate potential issues and proactively address them.
• Provide timely solutions or recommend product upgrades to enhance customer experience.

• Retention & Upselling:
• Identify opportunities to upsell additional users, features, accessories, or extended warranties based on customer needs.
• Track customer health scores and intervene when signs of dissatisfaction arise to reduce churn.

• Proven experience in customer success, account management, renewal sales or a related role.
• Strong communication and relationship-building skills.
• Analytical mindset with the ability to interpret customer data and trends.
• Proactive problem-solving abilities and a customer-centric approach.
• Experience in technology or SaaS-based customer success is a plus.

This role is ideal for individuals who are passionate about customer satisfaction, proactive engagement, and driving business growth through strong client relationships.

Benefits

Generous Annual Leave Allowance

Competitive salary and commission package

Learning and Development opportunities

Private Health Insurance

Cycle to work scheme

Home & Tech scheme

Regular company events and social initiatives

The HALOS Hiring Process

Here’s what we expect the hiring process for this role to be, should all go well with your candidacy. This entire process is expected to take 1-3 weeks to complete and you’d be expected to start on a specific date.

Application

30 minute introductory meeting with the recruiting team 

45 minute Interview with department hiring manager

60 minute meeting with wider department

Offer!

Diversity & Inclusion

We’re an Equal Opportunity Employer and embrace a diversity of backgrounds, cultures, and perspectives. We do not discriminate on the basis of race, colour, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.