Senior Customer Account Manager

About Us

Hone is the leading enterprise people skills training platform for modern teams. We are on a mission to democratize access to executive-quality training across the enterprise, paving the way to inspire growth and human connection for teams everywhere. We are moving the world from legacy corporate training solutions to a new model of learning that is inclusive, scalable, engaging, and effective. We know our live online learning solution is effective because we are obsessive about measuring the impact of our training and we deliver unprecedented results: consistently 96% of our learners show lasting behavior change.

TechCrunch just exclusively  announced our $30M Series B led by some of the leading VC’s in Silicon Valley and elsewhere, bringing our total raise to $52.4M! Come join us as we continue to invest in delivering impactful and engaging experiences for learners everywhere, while supporting Admins every step of the way.

At Hone We Believe:

Exceptional professional development opportunities should be accessible to allLearning should be meaningful and engagingMeasurement is key to behavior changeLearning is a continuous journey

We combine the depth of live human connection with the power of technology to create a next-generation, continuous learning experience that our customers love. To date, Hone has delivered 55,000 Learner hours, taught 15,000 Learners and has facilitated almost 5,000 live online classes. Many of the world’s most innovative companies including Airtable, Aramark, Indeed, Rover and TomTom, depend on Hone everyday to help their teams progress, grow and lead.

We consistently win Best Workplace Culture awards and recently was named to 2022 Fortune/Great Places to Work “Best Workplaces for Small-Medium Companies” and Inc’s Best Workplaces 2022 Award, as well as being awarded a 2022 Brandon Hall HCM Excellence Gold Award, in collaboration with our customer Clover Health.

Won’t you join us?

Read more about our founding story in TechCrunch.

The Role Overview Summary Hone is seeking a highly skilled and passionate Senior Customer Account Manager to join our dynamic team. This role owns the comprehensive customer journey from client relationship building, project management via onboarding, and overall customer success and health. The Customer Account Manager will manage a portfolio of enterprise and mid-market accounts, facilitating customers to set targeted outcomes, coaching and advising customers on best practices to drive adoption and value, driving renewals, expansions, and delivering a world-class customer experience.

Responsibilities Include:

Outcome Strategy Development: Collaborate with clients to establish critical goals/KPIs and support them in achieving these objectives.

Onboarding and Adoption: Lead the onboarding process for new customers, ensuring a smooth transition to Hone’s live learning experience and achieving adoption targets.

Customer Relationship Management: Manage 20-30 named accounts, focusing on delivering value and building strong relationships with senior executives.

Renewal and Expansion: Drive renewal and expansion efforts within the portfolio, consistently exceeding quotas.

Consulting and Change Management: Advise customers on internal processes and challenge leaders to implement necessary changes to drive organizational success.

Education and Training: Provide ongoing education and training to customers on the latest product updates, ensuring they maximize their use of Hone’s offerings.

Progress Monitoring: Provide regular progress updates to clients, identify and escalate at-risk participants, and proactively address issues.

Product Feedback and Innovation: Collect and relay customer feedback to the product and leadership teams to drive product innovation and improvements.

Customer Advocacy: Foster customer references, testimonials, and case studies to highlight successful partnerships.

Process Documentation: Assist in formalizing and documenting Customer Success Manager (CSM) processes and communications for consistency and efficiency.

Event Participation: Represent Hone at tradeshows, conferences, meetups, and other industry events to promote our mission and network.

Community Cultivation: Help cultivate our customer community through engaging content and events, fostering a sense of belonging and shared learning.

Internal Advocacy: Work cross-functionally with internal teams (Learner Strategists,, Learning Experience, Product, Engineering) to advocate for customer solutions and drive business outcomes.

Must Have:

Customer-First Mentality: Passion for understanding customers and helping them succeed.  Strong advocate for customer needs, passionate about supporting their success, and addressing their concerns. 

Commercial Ownership: 5+ years in account management, enterprise client management, or customer-facing roles, with a proven track record of exceeding renewal and expansion quotas.

Facilitation Skills: Strong facilitation skills with the ability to lead engaging and effective customer training sessions, workshops, and meetings.

Communication Skills: Excellent written and verbal communication skills to effectively interact with customers and internal teams.

Project Management: Demonstrated ability to manage multiple projects or programs simultaneously, ensuring timely delivery and alignment with customer objectives.

Adaptability: Ability to thrive in a fast-paced, evolving startup environment and quickly learn new concepts.

Proactivity: A proactive attitude with excellent follow-through, resourcefulness, and extreme attention to detail.

Mission Alignment: Deep connection to and passion for Hone’s mission to democratize access to leadership and people skills education.

Nice to Have:

Industry Experience: Experience in selling HR, HCM, and/or Talent Management SaaS products.

Project Management: Demonstrated ability to manage multiple projects or programs simultaneously, ensuring timely delivery and alignment with customer objectives.

Our Core Values:

Customer - Start with the customerCharacter - Do the right thing, even when it’s hardCompetence - Execute successfully, grow continuouslyCompassion - Seek first to understand, then to be understoodCamaraderie - Let’s enjoy the journey together

Why You’ll Love Working at Hone:

Big mission: Revolutionize the $300B corporate training industryRemote first: Hone is a remote-first and fully-distributed organization. We are currently based in the U.S. with hub offices in Encinitas, New York City and San Francisco. We're dedicated to building an exceptional experience for our learners, and an ambitious, productive, engaging and fun environment for our team. Great benefits: we offer competitive health, dental and vision benefits, flex-time off, stipend toward shared office space or home offices and monthly credit for wifiAmazing people: make an impact on something that truly helps people alongside an incredible, hard-working teamWe care deeply about diversity and inclusion. Diversity allows us to build an even better and more inclusive learner experience. 

Equal Opportunity Employer:

The Company provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. The Company takes allegations of discrimination, harassment, and retaliation seriously, and will promptly investigate when such behavior is reported