Customer Experience Director

HALOS Body Cameras

Customer Experience Director leading customer success and support for HALOS, an advanced body-camera and cloud software scaleup. Driving retention, renewals, expansion, operational excellence, and team development across US and UK customers.

Posted 8/5/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success teams and developing scalable customer engagement models to drive retention and growth. Proficient in implementing customer health scoring and utilizing data-driven strategies to enhance customer relationships and operational efficiency.

Highest-signal resume keywords

Customer Success LeadershipRetention Strategy DevelopmentSaaS Business ExperienceAnalytical MindsetExecutive Stakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health ScoringChurn PredictionAccount PlanningPerformance Metrics DevelopmentRenewal ManagementUtilization FrameworksAutomation ImplementationProcess ImprovementData AnalysisRevenue Retention Programs

Soft Skills

Excellent CommunicationCollaborationCoaching and DevelopmentProblem-SolvingCustomer Focus

Tools & Technologies

AI-Enabled WorkflowsCustomer Engagement ToolsSupport Process AutomationReporting FrameworksForecasting Tools

Industry Keywords

SaaSCustomer ExperienceAccount ManagementOperationally Intensive IndustriesField-Based Workforce

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

8–15 years of experience in Customer Success, Customer Experience, Account Management, or related SaaS leadership roles
Proven leadership experience managing Customer Success and/or Customer Support organizations
Strong commercial orientation with demonstrated success driving retention, renewals, and customer growth
Experience working in SaaS businesses with recurring revenue models
Experience supporting customers with distributed, field-based, frontline, or operational workforces
Strong analytical and process-oriented mindset
Ability to operate independently and make sound business decisions
Excellent communication and executive stakeholder management skills
Preferred: experience supporting customers in retail, quick-service restaurant, transportation, logistics, public sector, or other operationally intensive industries
Preferred: experience leading teams across multiple geographies
Preferred: experience scaling Customer Success functions in growing SaaS organizations
Preferred: familiarity with customer health scoring, utilization frameworks, churn analysis, and revenue retention programs
Preferred: experience leveraging AI and automation to improve customer-facing operations

Benefits

Comp & perks

Generous PTO Allowance
Learning and Development opportunities
Healthcare, vision and dental plans, to include family
Regular company events and social initiatives
401K matching
Diversity & Inclusion
Equal Opportunity Employer