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.
What We Do
HONK, a flexible on-demand mobility platform, helps top insurers, fleets, automotive OEMs, and used-car retailers deliver modern, digital roadside customer experiences and meet scalable same-day vehicle transport demands. HONK delivers results for your business: HONK’s transparent platform, expansive nationwide partner network of over 75,000 service vehicles, and fully managed contact center delivers results: > 50% reduction in service wait times > Double digit increases in NPS and Customer Satisfaction scores > 100-200% increases in automation and STP(straight through processing) > Saving hundreds of thousands in operational costs for clients With HONK, businesses increase efficiencies through advanced digital tools, customizable integrations, and HONK’s high-performing service provider network to build brand-defining retention and loyalty engines. HONK's digital-first, modular approach is designed to optimize: > Roadside assistance programs > Auto claims processing > Accident scene management > Fleet maintenance > Vehicle logistics and transport Through a data-first approach, we collect and dissect real-time, granular metrics to continuously build innovative products that solve operational inefficiencies, promote brand loyalty and improve customer retention for our clients. Headquartered in Los Angeles, CA. HONK has helped millions of customers get back on the road safely since 2014. ––––> For more information on how HONK can help your business, visit www.honkforhelp.com/industry-solutions ––––> For information on becoming a HONK Service Provider Partner, visit www.joinhonk.com. ––––> For motorists who need immediate roadside assistance, visit www.honkforhelp.com.
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