Technical Account Manager - Mid Market

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