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 working closely with Product or Engineering teams to create and implement feedback loops that enhance product offerings.
• Mentor & Coach: You enjoy leading by example and helping others grow. You’ve successfully mentored or coached junior team members and contributed to the overall development of customer success practices.
• 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.
• Passion: Genuine enthusiasm for Halo’s mission to advance scientific research and innovation.

Bonus Points:

• 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.
• Remote Team Experience: Proven experience working with fully distributed or remote teams.

What we offer:

• 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.
  

Compensation:

• $130,000 base salary with $30,000 variable