HonorLock
Vice President, Customer Experience - Higher Education
CRM
LMS
SaaS
Edtech.com's Summary
Honorlock is hiring a Vice President, Customer Experience - Higher Education. This role involves leading the Customer Success and renewal teams to drive retention, academic adoption, and commercial growth across higher education institutions while aligning cross-functional strategies to expand recurring revenue.
Highlights
- Develop and execute customer experience strategies to maximize retention and minimize churn in higher education.
- Lead a team of Customer Success Managers and renewal specialists with a focus on operational excellence and growth.
- Build trusted partnerships with university executives including provosts, academic leaders, and IT stakeholders.
- Implement scalable processes, dashboards, and playbooks in partnership with Revenue Operations to improve renewal forecasts and customer health visibility.
- Advocate for customer insights to influence product development, marketing, and support services.
- Drive customer storytelling, reference programs, and advisory boards to foster institutional loyalty.
- Require 7+ years in customer-facing leadership and 5+ years managing teams in SaaS, EdTech, or enterprise software.
- Bachelor’s degree in Business Administration or related field, or equivalent experience.
- Strong understanding of higher education institutions and ability to influence cross-functional teams.
- Base salary range of $160,000 to $180,000 plus eligibility for variable compensation.
Vice President, Customer Experience - Higher Education Full Description
Vice President, Customer Experience - Higher Education
Job Category: Customer Success
Requisition Number: VICEP001087
- Full-Time
- Remote U.S. or Canada
Job Details
Description
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 400+ 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.
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
As the Vice President of Customer Experience, Higher Education, you will serve as the strategic growth engine driving retention, academic adoption, and commercial success across our higher education portfolio. Leading a high-performing team of Customer Success Managers and renewal specialists, you will balance deep customer empathy with rigorous operational discipline to ensure every institution achieves measurable academic and operational outcomes. In this leadership role, you will champion the voice of the customer cross-functionally, aligning our product, sales, legal, finance, marketing and support strategies to safeguard and expand our recurring revenue in a remote-first environment.
Travel Requirement: Willingness and ability to travel, up to 50% of the year, including overnight stays when necessary.
Key Responsibilities
- Architect and execute a comprehensive higher education customer experience strategy to maximize gross retention, optimize the renewal lifecycle, and eliminate preventable churn across the portfolio.
- Build a proactive growth motion that empowers the Customer Success team to recognize expansion signals, leverage adoption insights, and collaborate with Sales to capture institutional expansion opportunities.
- Serve as an executive sponsor to build deep, trusted partnerships with university provosts, academic leaders, IT executives, and procurement teams, aligning Honorlock’s capabilities with broader institutional priorities.
- Lead, coach, and develop a commercially minded Customer Experience team, instilling a culture of rigorous account planning, operational improvements, service enhancements, go-to-market strategy, strong executive presence, and continuous professional growth.
- Partner with Revenue Operations to deploy scalable processes, playbooks, and dashboards that enhance CRM hygiene, renewal forecast accuracy, and real-time visibility into customer health metrics.
- Represent and advocate for customer insights internally to collaborate with Product, Engineering, and Marketing, influencing roadmap priorities regarding AI, assessment quality, and accessibility.
- Spearhead strategic customer storytelling, reference programs, case studies, and executive advisory boards to cultivate a loyal community of institutional advocates.
- Flex into emerging strategic initiatives and special projects to iterate on our customer lifecycle design as Honorlock scales.
Required Skills & Qualifications
- Bachelor’s degree in Business Administration, Operations, or a related field (or equivalent practical experience)
- 7+ years of experience in Customer Success, Customer Experience, Account Management, Renewals, Revenue Leadership, or related customer-facing leadership roles.
- 5+ years leading customer-facing teams, preferably in SaaS, EdTech, higher education technology, or enterprise software.
- Proven success driving retention, renewals, expansion, customer health improvement, and customer value realization.
- Strong understanding of higher education institutions, including academic leadership, procurement, IT, faculty adoption, student experience, and institutional decision-making.
- Experience building scalable customer success processes, renewal motions, account planning frameworks, and performance management systems.
- Demonstrated ability to coach teams on executive communication, commercial conversations, customer strategy, and proactive account management.
- Strong cross-functional leadership skills with the ability to influence Sales, Product, Support, Finance, Legal, Marketing, and Executive Leadership.
Additional Qualifications
- Experience working in online learning, assessment, academic integrity, proctoring, LMS, student success, or higher education SaaS.
- Experience managing renewal or expansion revenue targets.
- Experience leading teams through organizational change, process transformation, or customer lifecycle redesign.
- Experience engaging with higher education executives through conferences, advisory boards, customer councils, or strategic partnership discussions.
Base Salary Range: $160,000.00 – $180,000.00 USD annually, plus eligibility for a Variable Compensation Plan.
This position will remain open for applications for seven (7) calendar days. To be considered, applications must be submitted no later than 5:00 p.m. EST on Friday, July 3, 2026.
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
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