Client Success Manager
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Job Description
Client Success Manager supporting strategic OEM, insurance, and various automotive partners at HONK. Leading onboarding, training, and driving account growth within the Client Success function.
Responsibilities:
- Lead end-to-end onboarding for new clients, ensuring a seamless handoff from Sales through implementation. Coordinate with internal teams, provide training and documentation, and set expectations for ongoing support.
- 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.
- Drive account growth by identifying cross-sell and upsell opportunities within your portfolio, aligned to each customer’s operational goals and product fit.
- Facilitate regular working sessions with client contacts to provide hands-on support, address roadblocks, and share platform best practices.
- 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.
- Review support case trends and coordinate with Support and Engineering teams to implement scalable, long-term solutions.
- Conduct strategic account reviews, analyzing implementation performance and offering forward-looking insights to increase platform value.
- 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.
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.
- You demonstrate excellent communication skills and are equally comfortable presenting to individual contributor stakeholders and directors, and senior-level decision-makers.
- Experience with tools such as 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.
Benefits:
- Full range of medical benefits
- Commission and other forms of compensation may be provided as part of a total compensation package
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