Associate Customer Success Manager
📋 Role Overview & Responsibilities
As a Customer Success Manager, you will own the success for Hona's customers. You will develop strategies that increase engagement and product usage with our customers while mitigating churn and looking for expansion opportunities. You will work cross functionally with Sales and Engineering to create alignment with our product and be the voice of our customers.
What you will be doing
Serve as the primary post-onboarding point of contact for a our customers, primarily in the Legal industryUtilize in-depth product and industry knowledge to drive and increase adoption and utilization of Hona productsHelp customers achieve maximum value from products and achieve business objectivesResponsible for identifying opportunities for upselling and cross-selling within existing accountsProactively engage with customers during the renewal process to secure renewals and drive customer retentionDevelop a deep understanding of each customer's business objectives and industry challenges. Regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize their usageDevelop strong relationships with customers and become a trusted advisor. Act as a customer advocate within the company, relaying feedback to the product and engineering teams to drive continuous improvementManage potential escalations during onboardingCreating Hona accounts & Setting up integrationsEnsure product adoption through proper set up and team trainingConduct full-team trainings including product usage and best practices
What you should have
6 months - 2 years in a customer-facing role, such as Customer Success Manager, Account Manager, or Onboarding Manager preferably in the software or SaaS industryStrong communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levelsExcellent problem-solving and analytical abilities to understand and address customer challenges effectively.Technically adept and able to grasp complex software concepts quicklyEmpathetic and customer-centric mindset, committed to driving customer successResults-driven with a focus on meeting and exceeding customer satisfaction and retention goalsCollaborative team player with the ability to work cross-functionally to achieve common objectivesAttention to detail and well organized with the ability to take ownership for your book of business
Extra Preferred Experience
Experience with customer success platforms and toolsFamiliarity with CRM and customer support software, specifically HubSpot/SalesforceKnowledge of the Legal industry and client communication tools
Benefits
Hybrid work schedule (3 days in office and 2 days remote each week)Opportunities for career growth and developmentCollaborative and supportive work environmentFun company culture with regular team-building activities, lunches and eventsMedical, dental, and vision benefitsUnlimited paid time offOn-site Gym and recreational facilities
Frequently Asked Questions
How do I apply for the Associate Customer Success Manager position at Hona? ▼
Click the “Apply for this Position” button on this page to submit your application directly to Hona without recruitment intermediary fees.
Is this position eligible for remote work or visa sponsorship? ▼
This position is located in Orem, UT with potential relocation and sponsorship assistance depending on candidate qualifications.
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