1. 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.




2. Account Ownership

• Serve as the primary post-sale owner for 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.




3. 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.

• Reinforce expected behaviours and operational usage norms

• Ensure customer administrators are equipped to actively manage adoption, not passively maintain the platform.




4. 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.




5. 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 underutilised licences.




6. 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 frontline use cases).

• Maintain clear ownership boundaries and minimise internal handoffs.

• 4–6  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

• Strong commercial acumen paired with adoption-led success

• Comfortable operating at both executive and frontline operational levels

• 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