Senior Customer Success Manager

Our mission at Halo is to move science forward. One of Fast Company’s 2021 “World Changing Ideas,” Halo’s platform connects scientists directly with companies to bring new innovations to the world. We work with the R&D teams at global, iconic companies – including Bayer, P&G and PepsiCo – on topics ranging from sustainability to human health. Since going live in January 2020, more than 10,000 scientists from 100+ countries have joined. We are venture-backed by Asymmetric Capital, Village Global, Lightbank, Marketplace Capital, Anne Wojcicki (CEO of 23&Me), Lenny Rachitsky’s Air Angels (Airbnb angel group) and other top-tier investors.

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Halo is seeking a dynamic and accomplished Customer Success Manager with a proven track record of managing Enterprise customers. The role involves managing a book of business, developing strong relationships with key stakeholders amongst our global clientele, including R&D and innovation executives at leading companies, driving customer engagement and usage, and serving as a trusted advisor on Halo’s platform offerings. As a Halo Customer Success Manager, you'll not only manage customer relationships but also help shape the future of our product and customer experience. This role requires someone who thrives in a dynamic environment and is eager to grow with our venture-backed startup.

What You’ll Do:

• 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.
• Driving Product Evolution: Serve as a critical voice of the customer internally, working closely with our Product and Engineering teams to provide strategic insights that drive product innovation. Help shape the roadmap to ensure that Halo’s platform continues to meet evolving customer needs.
• 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.
• CRM Management: Maintain accurate and organized records of customer interactions, engagements, and deal progress in our CRM system (HubSpot).

Who You Are:

• Experience: 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 workin