Senior Director, Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $150k - $160k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Honorlock

WebsiteLinkedInAll Job Openings

51 - 200 employees

📚 Education

🔐 Security

🤖 Artificial Intelligence

Education • Security • Artificial Intelligence

Honorlock is an online proctoring service provider that ensures exam integrity through a combination of live proctors and AI tools. The platform is designed to protect the integrity of online exams, blocking AI tools, detecting cell phones, and providing actionable analytics for educational institutions. Honorlock integrates seamlessly with various learning management systems, offering 24/7 live support and scalable, affordable solutions for higher education, professional education, and faculty who seek a reliable and user-friendly proctoring tool. Honorlock's unique features include BrowserGuard, Search & Destroy, and Live Pop-In, which together ensure a secure testing environment while maintaining user privacy.

📋 Description

• 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

• 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

• Unlimited PTO • Remote-first company • Choice of company-issued laptop • Healthcare benefits • Company matched 401k • Variable compensation

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