HONK - Client Success Manager
Requirements
• 5+ years in Customer Success, Account Management, or Consulting within a SaaS environment; experience in automotive or roadside services is a plus. • Proven ability to de-escalate complex customer issues with empathy and urgency. • Strong executive presence. You are comfortable presenting to and building relationships with C-suite and VP-level stakeholders at Fortune 100 companies. • Experience with tools like Zendesk, Asana, or Hubspot is a plus, but not required. • Passion for solving complex business problems with tailored, scalable solutions. • Experience supporting critical workflows for large enterprise customers. • A proactive, consultative, and customer-first mindset with a commitment to long-term relationship building. • $85,000 - $115,000 a year • The pay for this position is based on a number of factors, including market location, and may vary depending on job-related knowledge, skills, and experience. HONK is a total compensation company. Dependent on the position offered, commission and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. • At HONK, we're a community of diverse and passionate individuals who believe in the power of remote work and the strength of inclusivity. As a remote-first company, we embrace the boundless possibilities of collaboration and flexibility, allowing our team members to thrive from anywhere in the US.
Responsibilities
• Serve as the primary operational point of contact for a portfolio of enterprise accounts. • Lead onboarding, implementation, and integration for complex enterprise environments, in partnership with the Technical Account Manager and Solutions Engineer. • Develop and deliver engaging training to help customers confidently use HONK’s platform and services. Includes creating user-friendly documentation, FAQs, and virtual/in-person sessions. • Identify and surface cross-sell and upsell opportunities within your enterprise portfolio. • Track and report on essential KPIs, including net revenue, utilization, conversion, and attachment rates. Leverage these data-driven insights to refine client success strategies and continuously elevate the customer experience. • Lead QBR preparation with data, insights, and performance analysis; support executive-level presentations. • Partner with Strategic Account Managers to support renewal strategy and commercial outcomes for high-value accounts. • Provide white-glove support during high-stakes customer events (e.g., seasonal surges, major platform updates). • Manage escalations with the Engineering team, serving as the customer's advocate and liaison. • Identify and share our most valuable use cases and user stories with our Engineering and Product teams to inform the product roadmap.
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