Customer Success Manager – Strategic Accounts (UK)

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

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 under-utilised 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 SaaS or hardware-enabled SaaS
• 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.