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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Customer Success teams, driving account growth, and managing customer relationships. Proficient in utilizing Salesforce and customer success platforms to enhance customer outcomes and ensure timely renewals.
Highest-signal resume keywords
Customer Success LeadershipCoaching And MentoringSalesforce ProficiencyAccount Growth StrategyHigher Education SaaS Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success ManagementAccount ManagementForecastingPipeline ReviewsCustomer Enablement DeliveryBusiness ReviewsOpportunity Strategy DevelopmentMulti-Threaded Relationship ManagementSegmentation Model DevelopmentChurn Risk Analysis
Soft Skills
CoachingMentoringCommunicationProblem-SolvingRelationship Building
Tools & Technologies
SalesforceGongCustomer Success PlatformConversation Intelligence Tools
Certifications & Qualifications
Bachelor's DegreeMaster's Degree
Industry Keywords
Higher EducationEducation TechnologyOnline ProctoringLearning Management SystemsCustomer Success Model
About the role
Key responsibilities & impact- Lead Honorlock’s Customer Success Managers and oversee customer outcomes, renewals, and account growth
- Manage the Sr. CSM team day to day through coaching, mentoring, and development
- Travel as needed to support one-to-one customer needs or CSM growth
- Ensure CSMs are on track and renewals go out on time
- Report individual forecasts and coach CSMs on renewal positioning and execution
- Run team and individual expansion pipeline reviews
- Partner with regional sales directors on expansion opportunity execution and development
- Identify and develop tools and resources for field expansion discussions
- Bring roadmap input and customer and internal team needs to marketing, product, and other teams
- Serve as the first-line escalation point for relationship, expansion, and general issues
- Route senior escalations to the VP, Customer Experience
- Drive actions following health scores and churn risk signals using Renewals & Customer Ops methodology and tracking
Requirements
What you’ll need- Bachelor’s degree
- 8 or more years in customer success, account management, or a related customer-facing role
- 5 or more years leading CSMs or roles with comparable skills & qualifications
- A record of coaching team members on growth & adoption execution, including forecasting and pipeline reviews, customer enablement delivery, business reviews, and opportunity strategy & development
- Deep experience developing and managing multi-threaded executive level relationships and navigating complex system and institutional procurement processes
- Experience partnering with sales leadership on territory development and customer expansion
- Comfort working with Salesforce, conversation intelligence tools such as Gong, and a customer success platform
- Willingness to travel to support events, customers, and team development (20-25%)
- Master’s degree
- Experience in a quota-bearing, higher education or education technology SaaS field sales role
- Familiarity with online proctoring, assessment, learning management systems, or similar educational technology solutions
- Experience building a segmented customer success model as an organization scales
Benefits
Comp & perks- Unlimited PTO
- Remote-first company
- Choice of company-issued laptop
- Healthcare benefits
- Company matched 401k
- Variable compensation