Vice President, Customer Experience – Higher Education

Honorlock

Vice President of Customer Experience at Honorlock driving retention and growth in higher education. Leading a high-performing Customer Success team to enhance institutional partnerships and outcomes.

Posted 6/27/2026full-timeRemote • 🇺🇸 United StatesLead💰 $160,000 - $180,000 per yearWebsite

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Hard Skills

customer experience strategyrenewal lifecycle optimizationaccount planningcustomer health metricsscalable customer success processesperformance management systemsexecutive communicationproactive account managementSaaSEdTech

Soft Skills

leadershipcoachingcollaborationinfluencingstrategic thinkingrelationship buildingcommunicationteam developmentproblem-solvingcustomer advocacy

Tools & Technologies

CRMdashboardsplaybooksdata analyticscustomer insightsexecutive advisory boardscase studiesstrategic initiativescustomer storytellinginstitutional partnerships

Industry Keywords

higher educationcustomer successaccount managementrenewalsrevenue leadershipinstitutional decision-makingfaculty adoptionstudent experienceprocurementIT executives

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Operations, or a related field (or equivalent practical experience)
7+ years of experience in Customer Success, Customer Experience, Account Management, Renewals, Revenue Leadership, or related customer-facing leadership roles.
5+ years leading customer-facing teams, preferably in SaaS, EdTech, higher education technology, or enterprise software.
Proven success driving retention, renewals, expansion, customer health improvement, and customer value realization.
Strong understanding of higher education institutions, including academic leadership, procurement, IT, faculty adoption, student experience, and institutional decision-making.
Experience building scalable customer success processes, renewal motions, account planning frameworks, and performance management systems.
Demonstrated ability to coach teams on executive communication, commercial conversations, customer strategy, and proactive account management.
Strong cross-functional leadership skills with the ability to influence Sales, Product, Support, Finance, Legal, Marketing, and Executive Leadership.

Benefits

Comp & perks

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