Hona is building the AI Case Manager for personal injury law firms, aiming to improve efficiency in legal teams. They are seeking a Technical Account Manager to enhance customer retention, product adoption, and manage long-term relationships with clients.
Responsibilities:
- Drive customer retention and renewals through proactive engagement and value delivery
- Increase product adoption and usage by helping customers fully utilize Hona’s platform
- Conduct regular customer meetings and check-ins to review performance, goals, and opportunities
- Build and manage relationships with key stakeholders within client organizations
- Provide team trainings and onboarding refreshers to ensure customers are confident using the product
- Help customers optimize their account setup and workflows to maximize value
- Handle escalated customer issues and collaborate internally to resolve problems quickly
- Run and execute customer success playbooks designed to improve usage and retention
- Identify and prepare accounts for expansion opportunities as they grow
- Act as the voice of the customer, sharing insights with product and leadership teams
Requirements:
- 2+ years of experience in Account Management, Customer Success, or a similar client-facing role
- Experience working at a SaaS company
- Strong ability to build relationships and communicate with stakeholders
- Comfortable handling objections and navigating challenging customer conversations
- Experience driving product adoption and usage with customers
- Highly organized with the ability to manage multiple accounts and priorities
- Excited to work in a fast-paced startup environment where things move quickly
- Experience working with law firms or legal technology
- Experience managing technical products or integrations
- Background in customer enablement, training, or onboarding