Sr. Director, Customer Success

Are you passionate about operational excellence, innovation, and leading teams in a dynamic environment? If so, we are excited to meet you!

We’re Honorlock, the leading online proctoring solution supporting over 400+ institutions worldwide. With a growing team, cutting-edge technology, and strong funding, we’re transforming the education space by enabling secure and accessible testing experiences for millions.

Who We Are
At Honorlock, we combine live proctoring with advanced AI to safeguard exam integrity while providing an exceptional experience for test-takers. Rated the #1 online proctoring service on G2, we empower institutions to expand their offerings, enhance learning, and achieve better outcomes.

We are passionate about innovation, customer satisfaction, and building a team that supports educational opportunities for all.

About the Role
The Sr. Director, Customer Success leads Honorlock's Customer Success Managers and is accountable for how well they deliver on customer outcomes, execute renewals, and grow accounts. You will coach and develop the Sr. CSM team day to day, run expansion pipeline reviews with the team, and partner with Regional Sales Directors, Product, and Marketing teams, as well as the Sr. Director, Customer Operations & Renewals.

Key Responsibilities

• People leadership: 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.
• Renewal execution: Make sure CSMs are on track and renewals go out on time. Report individual forecasts and coach CSMs on renewal positioning and execution for their clients. Partner closely with the Sr. Director, Customer Operations & Renewals, who is accountable for the overall company renewal number and reporting.
• Expansion: Own expansion reporting and run team and individual pipeline reviews. Partner at the leadership level with regional sales directors on expansion opportunity execution and development. Identify and develop needed tools and resources to support field expansion discussions.
• Cross-functional liaison: Bring roadmap input, customer needs that emerge from the CSM team, and internal team needs to marketing, product, and other teams.
• Escalations: Serve as the first-line escalation point for the team on relationship, expansion, and general issues. Route senior escalations to the VP, Customer Experience.
• Health and churn risk: Drive the actions that follow from health scores and churn risk signals, using the methodology and rollup tracking maintained by Renewals & Customer Ops.

Required Skills & Qualifications

• Bachelor’s degree
• 8 or more years in customer success, account management, or a related customer-facing role, with 5 or more years leading CSMs or roles with comparable skills & qualifications
• A record of coaching team members on growth & adoption execution, including activities such as 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%)

Additional Qualifications

• 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

Base Salary Range: $150,000.00 - $160,000.00, plus variable compensation

Why Join Honorlock?

At Honorlock, you will play a pivotal role in shaping the future of online education while growing your career. Our innovative platform, collaborative team culture and dedication to excellence create an environment where your ideas and leadership will have a lasting impact. Join us and help improve educational opportunities for millions worldwide!

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