Customer Success Manager

• Plan and lead regular customer engagement activities, webinars and scaled customer programs.
• Build and maintain relationships with key stakeholders through regular phone, email, digital and face to face engagement.
• Understand customer objectives within this portfolio, risks and success measures and align customer engagement strategies accordingly.
• Work with customers to ensure they are leveraging HSI products effectively and achieving value from the platform.
• Maintain visibility of customer health indicators and proactively identify risks to retention and opportunities for growth.
• Efficiently manage time and customer investment across a scaled portfolio to maximise customer outcomes.
• Upsell products and services and contribute to account optimisation and business growth.
• Contribute to client retention strategies and projects.
• Maintain knowledge of contract obligations and renewal requirements.
• Develop and execute success planning, adoption strategies and scaled engagement initiatives to improve customer maturity and retention outcomes across this portfolio
• Maintain annual retention and growth targets for the managed portfolio.
• Leverage scalable engagement motions, including webinars, digital campaigns, group enablement sessions and customer communications, to efficiently support a broad portfolio of customers.
• Prioritise customer engagement based on customer health, renewal risk, commercial opportunity and strategic value.
• Balance proactive customer outreach with targeted intervention where customers require additional support.
• Partner effectively with Support, Implementation, Solution Engineering and Product teams to deliver positive customer outcomes.
• Engage specialist teams where technical, implementation or product expertise is required while maintaining ownership of the customer relationship and overall customer experience.
• Provide guidance and business context to supporting teams to ensure customer priorities, risks and objectives are clearly understood.
• Be a customer advocate while capturing customer feedback and reporting trends and requests to Product Management and Development.

Sales Development Rep

• Develop and execute a global sales development strategy aligned to pipeline creation and revenue growth goals
• Define pipeline targets, KPIs, and accountability frameworks tied to business outcomes
• Partner cross-functionally to improve funnel performance, conversion rates, and revenue impact
• Analyze pipeline health and deliver actionable insights on performance, capacity, and growth opportunities
• Build and scale modern outbound programs leveraging intent data, ABM, and AI-driven insights
• Develop repeatable prospecting playbooks that generate qualified pipeline and revenue opportunities
• Continuously optimize targeting, messaging, and multi-channel outreach strategies
• Drive strategic account penetration across priority industries, segments, and regions
• Lead the evaluation, selection, and optimization of sales development technologies, including AI, automation, enrichment, and engagement platforms
• Develop and execute strategies that automate repetitive workflows, improve team productivity, and enhance buyer engagement
• Partner with RevOps to optimize lead routing, enrichment, qualification, and end-to-end workflow efficiency
• Stay ahead of emerging trends and introduce innovative pipeline generation strategies
• Recruit, develop, and retain a high-performing BDR team
• Establish performance expectations tied to pipeline creation, opportunity generation, and revenue contribution
• Provide ongoing coaching, mentorship, and career development
• Foster a culture of accountability, innovation, and continuous improvement
• Lead inbound lead management and qualification strategy
• Partner with Marketing to optimize lead scoring, routing, and SLA performance
• Improve speed-to-lead, qualification rates, and conversion into pipeline and revenue
• Ensure marketing-generated demand converts into high-quality opportunities
• Partner with Sales, Marketing, Product Marketing, and Revenue Operations to align pipeline strategy with go-to-market priorities
• Contribute to segmentation, territory planning, and pipeline coverage strategy
• Serve as a strategic advisor on pipeline generation, sales productivity, and growth opportunities

Sales Development Director

Revenue Operations

• Own the metrics, dashboards, and analysis behind weekly pipeline reviews, forecasting, and executive reporting across our global GTM org
• Deliver executive-ready insights on pipeline health, forecast risk, sales productivity, and revenue trends, with clear recommendations
• Own the weekly pipeline inspection and forecast cadence: prepare leader-ready views, monitor stage hygiene, and drive follow-up on data gaps
• Build and advance HSI's Tableau reporting environment, including a current, high-priority initiative to expand trusted, self-serve analytics for GTM teams
• Analyze stage conversion, win rate, pipeline coverage, and attainment by segment, region, and cohort to surface actionable insights
• Define and document KPI definitions, calculation logic, and reporting methodologies to maintain a single, trusted source of truth across the revenue lifecycle
• Own CRM data requirements, definitions, and governance that keep reporting consistent, trusted, and auditable, partnering with Salesforce admins on the build
• Partner with Sales, Marketing, Customer Success, and Finance leaders to align reporting and support QBR/MBR and weekly review cadences
• Apply AI and automation to RevOps workflows like pipeline hygiene, lead routing, forecast prep, and data validation, tied to measurable business outcomes
• Help turn unstructured data (call transcripts, emails, meeting notes) into structured CRM intelligence, removing manual update work from reps and raising data quality at the source
• Help set the boundaries between automation and people: where AI can act, where human review is required, and what data quality each depends on
• Help run selected AI and automation use cases through testing, launch, and ongoing monitoring, tracking accuracy, exceptions, adoption, and business impact
• Apply HSI's security, privacy, access-control, and data-governance requirements to AI-assisted workflows, with clear human review and accountability for outputs
• Partner with Salesforce admins and systems teams to translate AI and automation capabilities into practical, governed workflows and data models
• Drive enablement as we roll out new AI tools: build training, documentation, and reusable templates, and run working sessions that help GTM teams adopt them with confidence

Revenue Operations Analyst, Revenue Intelligence & AI GTM Systems

Product Manager

• Define and own the roadmap for a virtual assistant–driven application interface, including conversational experiences, agent capabilities, and workflow automation
• Lead the evolution of HSI’s MCP, including context management, memory, orchestration, and service integrations
• Translate company strategy and customer needs into differentiated AI-driven product capabilities
• Partner with engineering and data teams to design AI-powered features leveraging LLMs, RAG, and agent-based systems
• Define product requirements, including system behavior, prompts, guardrails, and evaluation criteria
• Drive execution through agile development cycles, maintaining a well-prioritized backlog of features and experiments
• Establish and monitor AI performance metrics (e.g., accuracy, task success, latency, cost, hallucination rates)
• Lead experimentation to improve model outputs, workflows, and user experience
• Partner with data teams to define feedback loops, data requirements, and opportunities for fine-tuning or optimization
• Use AI tools to accelerate core PM workflows, including requirements documentation, backlog refinement, and internal communications
• Rapidly prototype conversational flows and AI interactions to validate ideas early
• Synthesize customer feedback, support data, and usage patterns into actionable insights
• Continuously evaluate and adopt new AI tools to improve product development speed and decision-making
• Conduct user research and analyze customer workflows to identify high-impact AI opportunities
• Partner closely with engineering, UX, data science, and go-to-market teams to deliver cohesive solutions
• Serve as an internal advocate and subject matter expert for AI-driven product capabilities

AI Product Manager

DevOps Engineer

• Ensure the stability and security of our infrastructure by administering resources in cloud-hosted environments, managing resource provisioning, and conducting security audits.
• Work closely with DevOps and Product Development leadership to build and maintain a secure and reliable infrastructure, manage automated code deployment pipelines, and diagnose and resolve technical issues.
• Provide direct support to Product, Technical Support, and Development Teams, facilitate access control, handle service requests, and assist with customer integrations.
• Expand on existing design patterns, modify templates, and extend program oversight to new products.
• Support junior team members, share best practices, and contribute to documentation and training materials.
• Provide systems architecture guidance for development teams and debug technical issues.
• Implement and maintain security tools, support ISO 27001 and SOC 2 compliance efforts, and respond to security incidents.
• Manage source control systems, administer build and release pipelines, and improve Infrastructure-as-Code.
• Operate with greater independence, owning end-to-end initiatives and complex technical projects.
• Drive strategic improvements, from pipeline optimization to automation and scalability.
• Provide mentorship and knowledge-sharing to junior engineers and peers.
• Collaborate with leadership on infrastructure design, tooling decisions, and security enhancements.

DevOps Engineer II, Security

• Partner with clients to develop and execute strategies that maximize their ROI
• Build lasting relationships with key stakeholders across client organizations
• Champion customer needs across HSI teams to drive continuous improvement
• Maintain an impressive 95%+ net retention rate through proactive engagement
• Drive account growth by identifying and securing expansion opportunities
• Share customer insights that shape our product roadmap
• Master our suite of solutions to become a trusted technical advisor

Customer Success Manager

Sales Development Director

Revenue Operations Analyst, Revenue Intelligence & AI GTM Systems

AI Product Manager

DevOps Engineer II, Security

Customer Success Manager – Small Business