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- 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.
- 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, ideally in B2B SaaS.
- Other info: Dynamic team culture focused on collaboration and innovation.
The predicted salary is between 36000 - 60000 £ 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Customer Success Manager – Strategic Accounts (UK) in London employer: HALOS Body Cams
Contact Detail:
HALOS Body Cams Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager – Strategic Accounts (UK) in London
✨Tip Number 1
Get to know HALOS and its culture before your interview. Research their products and values, and think about how your experience aligns with their mission of safety and innovation. This will help you stand out as someone who truly gets what they're about.
✨Tip Number 2
Prepare for the interview by thinking of specific examples from your past roles that demonstrate your success in driving customer adoption and utilisation. Use metrics and outcomes to back up your claims – numbers speak volumes!
✨Tip Number 3
Don’t just focus on answering questions; engage with your interviewers. Ask insightful questions about their current challenges and how they measure success. This shows you're genuinely interested and ready to contribute to their goals.
✨Tip Number 4
After the interview, follow up with a thank-you note that reiterates your enthusiasm for the role and highlights a key point from your conversation. It’s a simple way to keep you top of mind and show your professionalism.
We think you need these skills to ace Customer Success Manager – Strategic Accounts (UK) in London
Some tips for your application 🫡
Be Authentic: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your passion for customer success and how it aligns with our mission at HALOS.
Tailor Your Application: Make sure to customise your application to highlight your experience in managing strategic accounts. Show us how your skills can drive end-user adoption and utilisation, as that's what we're all about!
Showcase Your Achievements: Don’t just list your responsibilities; tell us about your successes! Use specific examples of how you've owned renewals and expansions in the past, and how you’ve created value for your customers.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with HALOS!
How to prepare for a job interview at HALOS Body Cams
✨Know Your Numbers
As a Customer Success Manager, you'll need to demonstrate your understanding of utilisation metrics and how they drive success. Be prepared to discuss specific examples from your past roles where you improved customer adoption rates or increased usage. This shows that you can translate data into actionable insights.
✨Build Relationships
HALOS values strong relationships with executive sponsors and stakeholders. During the interview, highlight your experience in building rapport with senior leaders and how you've successfully navigated complex organisational structures. Share stories that showcase your ability to communicate effectively across different levels.
✨Showcase Change Management Skills
This role involves leading change management initiatives. Be ready to discuss your strategies for driving behavioural adoption and overcoming resistance. Provide examples of how you've successfully implemented new processes or technologies in previous roles, especially in large, distributed teams.
✨Prepare for QBR Discussions
Quarterly Business Reviews (QBRs) are crucial for this position. Familiarise yourself with how to structure these meetings, focusing on utilisation, evidence creation, and commercial outcomes. Bring ideas on how you would present data and engage stakeholders to ensure they see the value in HALOS' offerings.
