• Grow with an Ownership Mindset • Collaborate with Peers and Leaders Alike • Experience a High-Performance Culture and Clear Purpose • Work closely with internal stakeholders and team leads to continuously improve the merchant experience. • Increase the average performance and KPIs of your customers to ensure a world-class customer experience. • Coach team members to enhance performance to middle market, complex merchants. • Analyze your merchants’ supply chain performance and identify opportunities or risks to help advise proactive countermeasures. • Conduct business reviews and track merchant growth within ShipBob and identify areas for further expansion. • Grow and maintain transparent and strategic relationships at all levels within your merchants. • Additional duties and responsibilities as needed.

Role Description Halcyon is looking for a high-performing problem solver and innovator to join our growing Customer Success team as a Senior Customer Success Manager. The Halcyon Senior Customer Success Manager drives adoption and demonstrates ongoing value for the Halcyon customers. You will be responsible for the coordination of all Customer Success activities: onboarding, adoption, and retention to secure the expansion of the Halcyon footprint in the customer environment. Halcyon Customer Success supports the customers in their journey creating value out of their Halcyon investment to help them achieve their goals, objectives, and desired business outcomes. The ideal candidate will have a general understanding of cloud, networking, applications, endpoints, and security. You will foster strong and long-term relationships with our customers and become their trusted advisor. If you are a self-motivated team player who is eager to learn and can change direction quickly, we encourage you to apply. Responsibilities - Convert customer strategy and needs into a customer success plan and execute on the plan. - Nurture customers on their Halcyon journey to discover the full value of the Halcyon platform and services. - Foster customers through the onboarding process and provide guidance around how they can achieve the maximum adoption and usage of the platform to meet their needs. - Proactively monitor and report on customer health. - Maintain regular customer cadence and communication around adoption trends, sentiment, and opportunities for deeper engagement. - Act as the customer advocate and escalate issues as necessary to expedite solutions and outcomes. - Work closely with the Halcyon Account Executives to identify upsell opportunities. - Collaborate with cross-functional teams across the organization to further develop the customer relationship. - Ability to work independently and as a team. Qualifications - At least five years of related customer-facing experience. - Bachelor's degree in a related field; a Master’s degree or PhD can substitute for equivalent years of experience. - Direct post-sales customer advocacy and engagement experience. - Excellent executive-level communication (written and oral), presentation and interpersonal skills. - An understanding of technology and an ability to distinctly explain technological and business concepts. - Strong experience with customer onboarding and customer success. - Demonstrated success managing customer journeys and engagements. Benefits - Base pay is one part of the total package that is provided to compensate and recognize employees for their work. - This role may be eligible for additional discretionary bonuses/incentives, and equity in the Company. Company Description Halcyon was formed in 2021 by a team of cyber industry veterans after battling the scourge of ransomware (and advanced threats) for years at some of the largest global security vendors. Comprised of leaders from Cylance (now Blackberry), Accuvant (now Optiv), Fireye and ISS X-Force (now IBM), Halcyon is focused on building products and solutions for mid-market and enterprise customers. As a remote-native, completely distributed global team, we recognize great talent can exist anywhere. We invite you to apply to a job you’re interested in and we'll work a plan to meet your needs. We understand it takes a diverse team of highly intelligent, passionate, curious, and creative people to develop the exceptional product we are building. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity employer.

• Lead, coach, and performance-manage an APAC regional pod spanning Growth, SMB, Mid-Market, and Enterprise. • Own the APAC pod’s weekly, monthly, and quarterly performance cadence (forecasting, risk reviews, renewals health, expansion motions). • Ensure consistent application of CS processes, internal SLAs, and documentation standards across the pod. • Partner with Sales and AM counterparts to drive account plans, renewals execution, and expansion opportunities. • Build escalation readiness - clarify decision rights, run the regional escalation loop, and coordinate cross-functional response. • Improve onboarding, adoption, and retention outcomes by identifying process gaps and implementing scalable fixes. • Develop talent - onboarding, coaching, and creating clear growth paths for CSMs in the pod. • Maintain strong product knowledge and ensure the pod stays current on new features and policies.

• Own end-to-end program execution for customers, ensuring every deployment goes live on time and meets defined success criteria (activation, engagement and time to value) • Drive customer adoption and engagement, ensuring customers progress through key milestones without friction • Lead cross-functional delivery coordination while representing customer needs and ensuring commitments are met • Build and scale AI-enabled delivery workflows, translating repeatable work into systems, templates, and automations • Increase delivery leverage, enabling the team to support significantly more customers with improved consistency and reduced manual effort