Job Description
HONK is transforming the towing and roadside assistance industry by turning high-stress automotive moments into seamless, brand-enhancing experiences. With the highest customer satisfaction scores in the industry and a continued commitment to digital innovation and excellence, HONK remains a trusted partner for some of the nation’s largest insurers, fleets, automotive original equipment manufacturers (OEMs), and retailers.
As a Client Success Manager, you'll own the day-to-day operational success of HONK's most strategic, high-complexity accounts. You'll serve as the primary operational point of contact, ensuring enterprise clients are onboarded seamlessly, performing at their best, and positioned for long-term growth. This role requires a high degree of executive presence, operational rigor, and cross-functional leadership. You'll work closely with Strategic Account Managers, Technical Account Managers, and Solutions Engineers to deliver a world-class client experience at scale.
Key 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.
Qualifications
- 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.
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.
HONK is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at HONK are based on merit, qualifications, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by law.
