HonorLock
Senior Customer Success Manager
SaaS
Edtech.com's Summary
Honorlock is hiring a Senior Customer Success Manager to lead client relationship management and ensure successful adoption of their online proctoring solutions. The role involves overseeing onboarding, driving renewals and expansions, advocating for clients internally, and developing customized success plans to enhance customer satisfaction and growth.
Highlights
- Develop and maintain strategic relationships with key client stakeholders across the West Coast territory.
- Lead onboarding and implementation processes tailored to client needs.
- Advocate for clients by collaborating with Product, Sales, and Support teams to resolve issues.
- Create and execute success plans, monitor performance metrics, and drive continuous improvement.
- Manage renewal processes with quota responsibilities, identifying upsell opportunities.
- Provide client training and develop educational materials such as workshops and webinars.
- Handle escalated customer issues and contribute to long-term customer success strategies.
- Requires 5+ years in customer success, strong communication and analytical skills, and familiarity with SaaS or EdTech environments.
- Bachelor’s degree in Business, Marketing, Education, or related field required.
- Travel commitment of 35-40% annually, with flexibility for overnight stays.
Senior Customer Success Manager Full Description
Senior Customer Success Manager
Job Category: Customer Success
Requisition Number: SENIO001079
Full-Time
Remote
Nationwide Remote
Boca Raton, FL 33308, USA
Job Details
Description
Company Summary
Are you passionate about operational excellence, innovation, and leading teams in a dynamic environment? If so, we are excited to meet you!
We’re Honorlock, the leading online proctoring solution supporting over 350+ institutions worldwide. With a growing team, cutting-edge technology, and strong funding, we’re transforming the education space by enabling secure and accessible testing experiences for millions.
Who We Are
At Honorlock, we combine live proctoring with advanced AI to safeguard exam integrity while providing an exceptional experience for test-takers. Rated the #1 online proctoring service on G2, we empower institutions to expand their offerings, enhance learning, and achieve better outcomes.
We are passionate about innovation, customer satisfaction, and building a team that supports educational opportunities for all.
About the Role
The Senior Customer Success Manager at Honorlock plays a pivotal role in building and maintaining strong relationships with our clients. This role focuses on understanding client needs, driving customer satisfaction, and ensuring the successful implementation and adoption of Honorlock’s solutions. The ideal candidate is a proactive, strategic thinker with a passion for customer success and a knack for solving complex problems.
Travel Requirement: Willingness and ability to travel, at least 35-40% of the year, including overnight stays when necessary.
Territory: West Coast (Alaska, Hawaii, Washington, Oregon, California, Nevada, Utah, Idaho)
Key Responsibilities
Client Relationship Management:
- Develop and maintain deep, strategic relationships with key stakeholders in assigned accounts.
- Serve as the primary point of contact for clients, ensuring they are well-supported and satisfied with Honorlock’s services.
- Conduct regular onsite and virtual check-ins, business reviews, and strategic planning sessions with clients.
Onboarding and Implementation:
- Lead the onboarding process for new clients, ensuring a smooth and efficient implementation and adoption of Honorlock’s solutions.
- Collaborate with internal teams to tailor implementation and adoption plans that meet the specific needs of each client.
Customer Advocacy:
- Advocate for the client within Honorlock, ensuring their feedback and needs are heard and addressed.
- Work closely with Product, Sales, and Support teams to resolve issues and enhance the customer experience.
Success Planning and Execution:
- Develop and execute customized success plans that align with clients’ goals and objectives.
- Monitor client usage, performance metrics, and satisfaction levels to identify opportunities for improvement and growth.
Renewals and Expansion (Quota Based):
- Drive the renewal process, ensuring a high retention rate by demonstrating value and ROI to clients.
- Identify and pursue opportunities for account expansion and upsell additional services and features.
Training and Enablement:
- Provide training and resources to clients to ensure they are fully leveraging Honorlock’s solutions.
- Develop and deliver workshops, webinars, and other educational materials to enhance client knowledge and usage.
Leadership
- Ownership of key projects with organizational impact
- Will handle more critical or escalated customer issues, often working on more intricate or technical problems and proposing solutions that impact broader customer success initiatives
- Involved in long-term strategy, advising on customer success initiatives and process improvements, and occasionally participating in high-level business decisions
Qualifications
- Bachelor’s degree in Business, Marketing, Education, or a related field.
- 5+ years of experience in customer success, account management, or a related role, preferably in the SaaS or EdTech industry.
- Proven track record of managing and growing strategic accounts.
- Strong communication, presentation, and interpersonal skills.
- Ability to analyze data and derive actionable insights.
- Excellent problem-solving and conflict-resolution skills.
- Ability to work independently and as part of a team.
- Familiarity with online proctoring solutions and/or educational technology is a plus.
- Travel Expectation: 35-40%
Why Join Honorlock?
At Honorlock, you will play a pivotal role in shaping the future of online education while growing your career. Our innovative platform, collaborative team culture and dedication to excellence create an environment where your ideas and leadership will have a lasting impact. Join us and help improve educational opportunities for millions worldwide!
- Unlimited PTO
- Remote-first company
- Choice of company-issued laptop
- Healthcare benefits
- Company matched 401k
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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