Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Cultivate and sustain deep, strategic partnerships with key stakeholders in designated accounts

• Act as the primary liaison for clients

• Conduct regular onsite and virtual check-ins, business evaluations, and strategic planning discussions

• Oversee the onboarding and implementation process for new clients

• Collaborate with internal teams to customize implementation and adoption strategies

• Champion client feedback and requirements within Honorlock

• Coordinate with Product, Sales, and Support teams to address issues and improve customer experience

• Create and implement tailored success plans

• Monitor client usage, performance indicators, and satisfaction rates

• Promote renewals by showcasing value and return on investment

• Identify opportunities for account growth and upselling

• Provide training and resources to clients

• Design and conduct workshops, webinars, and educational content

• Manage key projects with significant organizational impact

• Address critical or escalated customer issues and suggest comprehensive solutions

• Offer guidance on long-term customer success strategies and process enhancements

• Occasionally engage in high-level business decision-making

⛳️ Requirements

• Bachelor’s degree in Business, Marketing, Education, or a related discipline

• Over 5 years of experience in customer success, account management, or a similar role

• Experience in the SaaS or EdTech sector is preferred

• Demonstrated success in managing and expanding strategic accounts

• Strong communication, presentation, and interpersonal abilities

• Proficiency in analyzing data to generate actionable insights

• Exceptional problem-solving and conflict-resolution capabilities

• Capacity to work autonomously as well as collaboratively within a team

• Willingness and ability to travel at least 35–40% of the year, including overnight stays when necessary

• Candidates should be based regionally within or near their assigned territory

• Preference for candidates residing in the West Coast region

🏝️ Benefits

• Unlimited paid time off

• Remote-first company culture

• Option for a company-issued laptop

• Comprehensive healthcare benefits

• 401k with company matching

• Variable compensation opportunities