Honorlock

Customer Support

• Architect and execute a comprehensive higher education customer experience strategy to maximize gross retention, optimize the renewal lifecycle, and eliminate preventable churn across the portfolio.
• Build a proactive growth motion that empowers the Customer Success team to recognize expansion signals, leverage adoption insights, and collaborate with Sales to capture institutional expansion opportunities.
• Serve as an executive sponsor to build deep, trusted partnerships with university provosts, academic leaders, IT executives, and procurement teams, aligning Honorlock’s capabilities with broader institutional priorities.
• Lead, coach, and develop a commercially minded Customer Experience team, instilling a culture of rigorous account planning, operational improvements, service enhancements, go-to-market strategy, strong executive presence, and continuous professional growth.
• Partner with Revenue Operations to deploy scalable processes, playbooks, and dashboards that enhance CRM hygiene, renewal forecast accuracy, and real-time visibility into customer health metrics.
• Represent and advocate for customer insights internally to collaborate with Product, Engineering, and Marketing, influencing roadmap priorities regarding AI, assessment quality, and accessibility.
• Spearhead strategic customer storytelling, reference programs, case studies, and executive advisory boards to cultivate a loyal community of institutional advocates.
• Flex into emerging strategic initiatives and special projects to iterate on our customer lifecycle design as Honorlock scales.

Vice President, Customer Experience – Higher Education