At a Glance
- Tasks: Drive customer success and adoption for major accounts using innovative body camera technology.
- Company: Join HALOS, a cutting-edge scaleup in safety and security tech.
- Benefits: Enjoy generous leave, competitive salary, health insurance, and learning opportunities.
- Other info: Dynamic team culture with a commitment to diversity and inclusion.
- Why this job: Make a real impact in safety while working with top-tier clients.
- Qualifications: 8-10 years in Customer Success or Account Management, with a focus on B2B SaaS.
The predicted salary is between 60000 - 80000 £ per year.
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.
HALOS is seeking a senior Customer Success Manager (CSM) – Strategic Accounts to own adoption, utilisation, and commercial outcomes across our largest and most complex customers, including a major retailer and a large fast-food (QSR) chain.
This role is explicitly adoption- and outcomes-focused and commercially accountable.
The Strategic 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
- 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.
- Strategic Account Ownership
- Serve as the primary post-sale owner for strategic enterprise 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.
- 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 (including UK-specific requirements)
- Reinforce expected behaviours and operational usage norms
- Ensure customer administrators are equipped to actively manage adoption, not passively maintain the platform.
- 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.
- 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.
- 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 enterprise-scale, frontline use cases).
- Maintain clear ownership boundaries and minimise internal handoffs.
Experience & Qualifications
- 8–10 years experience in Customer Success, Account Management, or related roles within B2B Saa S or hardware-enabled Saa S
- Proven track record owning renewals and expansion, not merely supporting Sales-led motions
- Experience managing large, complex, multi-site enterprise customers
- Strong commercial acumen paired with adoption-led success
- Comfortable operating at both executive and frontline operational levels
- Based in the Greater London area, with flexibility to travel as required
- 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
Benefits
- Generous Annual Leave Allowance
- Competitive salary and commission/bonus 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
- 30 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.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success Manager Strategic Accounts (UK) in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grabjobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Grabjobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Success Manager Strategic Accounts (UK) in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Grabjobs:Your cover letter is your chance to shine! Tell us why you want to work at Grabjobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Grabjobs!
How to prepare for a job interview at Grabjobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
