Client Success Manager

Client Success Manager

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 combine relationship-building skills with deep product knowledge to help our most strategic customers maximize their value from HONK's products and services. You'll work cross-functionally with Sales, Product, and Operations to ensure smooth implementations, sustained confidence, and scalable solutions. This is a unique opportunity to help shape our Client Success function and drive long-term customer impact as the team continues to grow.

Key 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.

Qualifications

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.