HALOS Body Cameras

Customer Success Manager

• Own end-user adoption and utilisation outcomes across assigned customer accounts.
• Execute the HALOS utilisation framework covering device assignment, activity, consistency, and evidence creation.
• Identify and remediate zero-recording and low-usage cohorts as churn-risk indicators.
• Serve as the primary post-sale owner and build relationships with executive and senior operational stakeholders.
• Translate customer objectives into measurable HALOS outcomes.
• Lead structured Quarterly Business Reviews focused on utilisation, evidence, risk, and commercial outcomes.
• Lead change-management and workforce-enablement strategies across distributed frontline workforces.
• Partner with customer leadership on body-worn-camera positioning, cultural and privacy considerations, expected behaviours, and operational usage norms.
• Identify early indicators of disengagement, misalignment, or adoption breakdown and intervene proactively.
• Own end-to-end renewals, including forecasting, strategy, and execution.
• Own expansion and upsell motions grounded in adoption, utilisation, and demonstrated value.
• Develop and present commercial proposals supported by utilisation data, evidence outcomes, and executive-level ROI narratives.
• Partner with Sales leadership while retaining accountability for renewal and expansion outcomes.
• Work cross-functionally with Enablement, Support, and Product while maintaining clear ownership boundaries.

Customer Support

• Lead and develop Customer Success teams across the US and UK
• Lead scalable customer engagement models across SMB, mid-market, and enterprise segments
• Drive customer adoption, utilization, retention, and value realization
• Develop account planning and customer growth strategies for strategic accounts
• Build executive-level customer relationships and serve as an escalation point
• Implement customer health scoring, churn prediction, and retention programs
• Own customer retention and gross/net revenue retention performance
• Partner with Sales leadership on expansion and cross-sell opportunities
• Drive renewal readiness and commercial account planning
• Develop and monitor customer metrics including utilization, adoption, retention, and expansion
• Lead global customer support operations
• Establish scalable support processes, SLAs, escalation paths, and quality standards
• Improve responsiveness and operational efficiency
• Drive root-cause analysis and resolution of recurring customer issues
• Partner with Product and Engineering to inform product improvements
• Develop repeatable processes, performance metrics, reporting, and forecasting frameworks
• Improve efficiency through automation, tooling, and AI-enabled workflows
• Recruit, coach, and develop Customer Success and Support professionals
• Build accountability, customer focus, continuous improvement, and commercial ownership
• Create performance expectations and career development paths
• Foster collaboration across Sales, Product, Operations, and Engineering

Customer Success Manager

Customer Experience Director