Customer Experience Director

4 hours, 33 minutes ago
Full-time
Lead
Customer and Technical Support
HALOS Body Cameras

HALOS Body Cameras

HALOS Body Cameras is a body-worn camera solutions provider based in Belfast, Ireland, founded in 2019. The company operates in the US, UK, Europe, and the Middle East, with offices in Belfast, Dublin, and Austin, Texas. HALOS focuses on delivering body camera technology and evidence management solutions tailored for the private sector, including retail, private security, transportation, healthcare, and transit security. The company offers a range of products, including the HALOS Horizon Body Camera and the HALOS Vault, a cloud-based evidence management platform. Their subscription-based service model allows clients to access features without upfront hardware costs. HALOS's technology aims to enhance safety, accountability, and transparency, providing benefits such as improved employee morale and a deterrent effect against incidents. The company has secured notable clients, including TexasRenters.com and UK train operating companies, and is positioned for growth in the expanding global body camera market.

information technology & services
51-200
Founded 2019
$20M raised

Description

  • Lead and develop Customer Success teams across the US and UK.
  • Build scalable customer engagement models across SMB, mid-market, and enterprise segments.
  • Drive customer adoption, utilization, retention, and value realization.
  • Develop account planning and growth strategies for strategic accounts.
  • Own customer retention, renewals, and gross/net revenue retention performance.
  • Partner with Sales leadership to identify expansion and cross-sell opportunities.
  • Lead global customer support operations and establish scalable support processes, SLAs, and escalation paths.
  • Partner with Product and Engineering to translate customer feedback into product improvements.
  • Build reporting and forecasting frameworks for customer health, churn risk, retention, and expansion.
  • Recruit, coach, and develop high-performing customer-facing teams.

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 distributed, field-based, frontline, or operational workforces.
  • Strong analytical and process-oriented mindset.
  • Demonstrated 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 similarly operationally intensive industries.
  • Preferred experience scaling Customer Success functions across multiple geographies and using customer health scoring, utilization frameworks, churn analysis, revenue retention programs, AI, and automation.

Benefits

  • Generous PTO allowance.
  • Learning and development opportunities.
  • Healthcare, vision, and dental plans for employees and families.
  • Regular company events and social initiatives.
  • 401(k) matching.

Interested in this position?

Apply directly on the company website

Apply Now

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