Customer Success Manager

• Own end-user adoption and utilisation outcomes across assigned customer accounts.
• Execute the HALOS utilisation framework covering device assignment, activity, consistency, and evidence creation.
• Identify and remediate zero-recording and low-usage cohorts as churn-risk indicators.
• Serve as the primary post-sale owner and build relationships with executive and senior operational stakeholders.
• Translate customer objectives into measurable HALOS outcomes.
• Lead structured Quarterly Business Reviews focused on utilisation, evidence, risk, and commercial outcomes.
• Lead change-management and workforce-enablement strategies across distributed frontline work forces.
• Partner with customer leadership on body-worn-camera positioning, cultural and privacy considerations, expected behaviours, and operational usage norms.
• Identify early indicators of disengagement, misalignment, or adoption breakdown and intervene proactively.
• Own end-to-end renewals, including forecasting, strategy, and execution.
• Own expansion and upsell motions grounded in adoption, utilisation, and demonstrated value.
• Develop and present commercial proposals supported by utilisation data, evidence outcomes, and executive-level ROI narratives.
• Partner with Sales leadership while retaining accountability for renewal and expansion outcomes.
• Work cross-functionally with Enablement, Support, and Product while maintaining clear ownership boundaries.

• 4–6 years of 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
• Strong commercial acumen paired with adoption-led success
• Comfortable operating at both executive and frontline operational levels

Demonstrates expertise in Customer Success and Account Management within B2B SaaS environments, focusing on end-user adoption, utilisation outcomes, and strategic renewals. Proven ability to build relationships with stakeholders and lead change-management initiatives to drive operational success.