Customer Experience Director

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HALOS Body Cameras

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

HALOS Body Cameras is a technology company specializing in advanced body-worn camera solutions and evidence management systems. Their products are designed to enhance accountability and security across various sectors, including private security, law enforcement, transportation, healthcare, and retail. HALOS offers a comprehensive platform that ensures seamless video capture and immediate evidence upload, making it a vital tool for frontline teams working to manage safety and compliance in their operations.

📋 Description

• Lead and develop Customer Success teams across the US and UK • Lead scalable customer engagement models across SMB, mid-market, and enterprise segments • Drive customer adoption, utilization, retention, and value realization • Develop account planning and customer growth strategies for strategic accounts • Build executive-level customer relationships and serve as an escalation point • Implement customer health scoring, churn prediction, and retention programs • Own customer retention and gross/net revenue retention performance • Partner with Sales leadership on expansion and cross-sell opportunities • Drive renewal readiness and commercial account planning • Develop and monitor customer metrics including utilization, adoption, retention, and expansion • Lead global customer support operations • Establish scalable support processes, SLAs, escalation paths, and quality standards • Improve responsiveness and operational efficiency • Drive root-cause analysis and resolution of recurring customer issues • Partner with Product and Engineering to inform product improvements • Develop repeatable processes, performance metrics, reporting, and forecasting frameworks • Improve efficiency through automation, tooling, and AI-enabled workflows • Recruit, coach, and develop Customer Success and Support professionals • Build accountability, customer focus, continuous improvement, and commercial ownership • Create performance expectations and career development paths • Foster collaboration across Sales, Product, Operations, and Engineering

🎯 Requirements

• 8–15 years of experience in Customer Success, Customer Experience, Account Management, or related SaaS leadership roles • Proven leadership experience managing Customer Success and/or Customer Support organizations • Strong commercial orientation with demonstrated success driving retention, renewals, and customer growth • Experience working in SaaS businesses with recurring revenue models • Experience supporting customers with distributed, field-based, frontline, or operational workforces • Strong analytical and process-oriented mindset • Ability to operate independently and make sound business decisions • Excellent communication and executive stakeholder management skills • Preferred: experience supporting customers in retail, quick-service restaurant, transportation, logistics, public sector, or other operationally intensive industries • Preferred: experience leading teams across multiple geographies • Preferred: experience scaling Customer Success functions in growing SaaS organizations • Preferred: familiarity with customer health scoring, utilization frameworks, churn analysis, and revenue retention programs • Preferred: experience leveraging AI and automation to improve customer-facing operations

🏖️ Benefits

• Generous PTO Allowance • Learning and Development opportunities • Healthcare, vision and dental plans, to include family • Regular company events and social initiatives • 401K matching • Diversity & Inclusion • Equal Opportunity Employer