Customer Success Manager

Summary

Join Halo as a Customer Success Manager and manage a portfolio of enterprise clients, fostering strong relationships with key stakeholders. You will drive customer engagement, manage expansions and renewals, and act as a trusted advisor. This role requires a proactive approach, adaptability, and a passion for driving change in a dynamic startup environment. You will be responsible for onboarding, project management, account health monitoring, risk management, and contributing to product development. Success in this position demands strong relationship-building, communication, and problem-solving skills.

Requirements

• Experience: 3-5 years in Customer Success Management, preferably within an enterprise SaaS environment. Proven track record in managing and growing customer relationships via expansion & renewal opportunities
• Skills: Exceptional organizational abilities with a knack for managing multiple priorities and projects. Strong written, verbal, and presentation skills, with the ability to communicate complex concepts to both technical and non-technical audiences
• Relationship Management: Demonstrated ability to build and sustain valuable, outcome-driven relationships with a diverse customer base
• Product Collaboration: Experience working closely with Product or Engineering teams to create and implement feedback loops that enhance product offerings
• Proactive Problem-Solving: Self-starter attitude with a proactive approach to problem-solving and decision-making
• Engaging Communication: Strong social and interpersonal skills, with the ability to connect with stakeholders at all levels
• Mission Driven: You are passionate about our mission to “move science forward.”

Responsibilities

• Cultivate Relationships: Forge and nurture deep, strategic relationships with key stakeholders at client organizations, ensuring they derive maximum value from Halo’s solutions. Understand their business needs, goals, and how Halo aligns with their success metrics
• Sales Collaborations - Partner with the sales team to manage a smooth transition from sales to implementation through expansion and renewal
• Onboarding & Success Plans: Lead the onboarding process for new customers with a tailored approach, developing and executing Joint Success Plans to ensure a smooth transition and immediate impact
• Project Management: Manage customer engagements with a consultative approach. Coordinate training, track project milestones, and provide ongoing support to keep projects on track and stakeholders informed
• Account Health & Reviews: Monitor account health proactively, identify potential issues, and conduct regular Business Reviews to showcase ROI, address concerns, and reinforce the value of Halo’s solutions
• Risk Management: Assess and manage account risk by identifying and mitigating churn risks. Collaborate with cross-functional teams to address customer challenges and secure retention
• Renewals & Expansion: Own the customer retention and renewal process, ensuring timely contract renewals. Identify opportunities for account expansion within existing customer organizations
• Product Advocacy: Act as the voice of the customer internally. Relay customer feedback to the Product team to influence product development and feature enhancements based on real-world usage and needs
• Continuous Improvement: Contribute to the refinement of our Customer Success processes and best practices. Share insights and suggestions to improve our approach and customer experience

Preferred Qualifications

• Relevant Background: Experience in science-related disciplines or a background in the science or health industries
• Industry Experience: Previous experience with products related to applicant tracking systems, B2B marketplaces, CRMs, or project management tools
• Startup Experience: Experience in an early-stage startup environment, contributing to growth and evolution while thriving at a fast-growing startup

Benefits

• Share in the upside . Early employees have an outsized impact on a startup’s success. It’s only fair that you receive meaningful equity in return
• Donate to research . Make a donation to scientific research you care about and we’ll match your donation dollar-for-dollar
• Volunteer for research . Participate in a research study through ResearchMatch, a nonprofit funded by the NIH, and get a $200 bonus check
• Stay healthy . We don’t ever want your health to be a source of stress and offer top-of-the-line medical, dental, and vision benefits
• Escape for the Winter . From December to March, Halo will fly you anywhere in the country to escape the cold and get some Vitamin D