Customer Success Manager

What We Are Looking For

HALOS is seeking an experienced Customer Success Manager (CSM)  to own adoption, utilisation, and commercial outcomes across a region of customers focused primarily in  Field Service, Private Security,  and Medical Transport industries.

This role is explicitly adoption and outcomes focused and commercially accountable. The CSM owns renewals and expansion (upsell) motions for their accounts, using utilisation, evidence creation, and demonstrated value as the foundation for commercial success.

This is not a support role. Success is defined by measurable end-user utilisation, consistent behavioural adoption, evidence-based value, renewal retention, and thoughtful account growth.

Key Responsibilities

1. Drive End-User Adoption & Utilisation (Primary Accountability)

• Own utilisation outcomes, not just customer satisfaction or activity.

• Execute against the HALOS utilisation framework:

• Assignment – devices correctly assigned, activated, and deployed

• Activity – meaningful, appropriate recording behaviour

• Consistency – normalised usage across shifts, roles, and locations

• Evidence – footage actively reviewed, bookmarked, shared, and operationalised

• Identify and remediate zero-recording and low-usage cohorts as leading indicators of churn risk.

• Establish realistic utilisation benchmarks based on workforce size, role type, and operating patterns.




2. Account Ownership

• Serve as the primary post-sale owner for customers.

• Build strong relationships with executive sponsors and senior stakeholders, including Operations, Safety, Loss Prevention, HR, Legal, and Compliance.

• Translate customer objectives (safety, de-escalation, incident reduction, accountability, training, liability mitigation) into clear, measurable HALOS outcomes.

• Lead structured Quarterly Business Reviews (QBRs) focused on utilisation, evidence creation, risk, and commercial outcomes.




3. Change Management & Workforce Enablement

• Lead adoption and enablement strategies across large, distributed frontline workforces.

• Partner with customer leadership to:

• Position body-worn cameras positively with employees

• Address cultural, regulatory, and privacy considerations.

• Reinforce expected behaviours and operational usage norms

• Ensure customer administrators are equipped to actively manage adoption, not passively maintain the platform.




4. Proactive Risk Management

• Identify early indicators of disengagement, misalignment, or adoption breakdown.

• Intervene early to correct course before issues escalate.

• Own customer health holistically — behavioural, operational, executive, and commercial.




5. Commercial Ownership: Renewals & Expansion

• Own end-to-end renewal responsibility for assigned strategic accounts, including forecasting, renewal strategy, and execution.

• Own expansion and upsell motions, identifying opportunities grounded in proven adoption, utilisation, and value.

• Develop and present commercial proposals supported by utilisation data, evidence outcomes, and executive-level ROI narratives.

• Partner with Sales leadership as appropriate, while retaining primary accountability for renewal and expansion outcomes.

• Ensure expansions are operationally ready and adoption-led, avoiding unused or underutilised licences.




6. Cross-Functional Leadership

• Work closely with Enablement (workforce rollout and behavioural adoption), Support (ensuring break/fix is fully owned by Support without consuming CS capacity), and Product (structured feedback from frontline use cases).

• Maintain clear ownership boundaries and minimise internal handoffs.

Experience and Qualifications

• 4–6  years experience in Customer Success, Account Management, or related roles within B2B SaaS or hardware-enabled SaaS

• Proven track record owning renewals and expansion, not merely supporting Sales-led motions

• Strong commercial acumen paired with adoption-led success

• Comfortable operating at both executive and frontline operational levels

What Success Looks Like

• High, consistent end-user utilisation and evidence creation

• Strong renewal rates driven by demonstrated value

• Predictable, thoughtful expansion rooted in adoption

• Clear executive alignment and commercial credibility

• Customers who view HALOS as a strategic, commercial-impacting partner