Head of Customer Success

Halo is looking for a seasoned Head of Customer Success to lead and expand our Customer Success team. This "player/coach" role is pivotal for our company, as you will be directly responsible for ensuring our customers, who are R&D and innovation executives at global companies, derive maximum value from our platform. Your mission will be to foster long-term, strategic partnerships, acting as both a trusted advisor and a problem solver.

In this dynamic, startup environment, adaptability and a proactive mindset are key. We are seeking someone eager to embrace and drive change, ready to tackle new challenges head-on, and play a crucial role in scaling an early-stage startup.

What You'll Do:

1. Build upon the existing CS foundation to scale the function, focusing on enhancing internal processes, formalizing best practices, and setting a strategic vision for customer success at Halo.
2. Recruit, mentor, and lead a team of Customer Success Specialists, ensuring they are equipped to manage onboarding, day-to-day account management, and achieve ARR retention goals effectively.
3. Own a book-of-business of strategic customer accounts, deeply understanding their unique business, use cases, and how Halo drives business value.
4. Ensure you and the CS team are able to consistently deliver successful onboarding processes, increase product adoption, boost engagement and retention, facilitate upsells, and maintain high levels of customer satisfaction.
5. Leverage existing customer relationships to drive adoption and usage across large, fragmented organizations.
6. Become a product expert and act as a bridge between customers and the Product team. Provide an important customer voice to inform and prioritize product improvements, feature requests and new offerings based on customer needs.
7. Conduct regular strategic reviews with customers to assess account health, secure retention and growth, and identify opportunities for expansion.

Who You Are:

1. You have 5+ years of experience in customer-facing roles (Customer Success or Business Development), with at least 2 years of leadership experience in Customer Success, specifically within enterprise SaaS businesses at the seed-to-Series B stage.
2. You have a proven track record of building and scaling Customer Success functions, creating effective strategies for large, complex organizations.
3. You have experience setting up CSM systems, best practices, and playbooks.
4. You have worked closely with Product and/or Engineering teams in building out a feedback loop.
5. You have a bias for action and thrive in an unpredictable, fast-paced work environment.
6. You are passionate about our mission to "move science forward."

Bonus Points:

1. You have a science-related degree or industry experience in science or health.
2. You have worked for companies with products like applicant tracking systems, b2b marketplaces, CRMs, or project management tools.
3. You've been an instrumental player on an early startup team before.