Professional and Corporate Education, Customer Success Manager

Overview

You'll manage customer relationships for Honorlock's professional and corporate education segment—companies and training organizations using online proctoring for certifications, compliance testing, or employee assessments. Unlike higher ed (which is Honorlock's main business), your clients are corporate training departments, certification bodies, and professional education providers. You're measured on retention, expansion (getting them to use Honorlock for more exam programs), and minimizing support escalations.

Role Snapshot

Company Context

Stage: Private, established (147 employees)

Size: 147 employees

Growth: Expanding into professional/corporate ed as a secondary segment to diversify from higher ed

Market Position: Known in higher ed, less established in corporate training/certification space—you're helping prove out this segment

GTM Reality

Pipeline Sources:

• Your expansion opportunities come from existing customers adding more exam programs or business units
• Some leads from sales when a corporate training department reaches out

SDR/AE Structure: You likely work with AEs on expansion deals, but own the relationship day-to-day

SE Support: Shared technical support team for implementation issues, you escalate complex integrations

Competitive Landscape

Main Competitors: ProctorU, Proctorio, Examity for high-stakes exams; also competing against in-person testing centers or unproctored online exams

How They Differentiate: Live proctor + AI hybrid approach; flexibility in proctoring levels (automated vs live)

Common Objections: Cost per exam vs unproctored, candidate experience complaints, technical requirements/browser compatibility

Win Themes: Security/integrity for high-stakes certifications, scalability, support quality

What You'll Actually Do

Time Breakdown

Reactive Support (35%) | Proactive Account Management (30%) | Expansion/Upsells (20%) | Internal Coordination (15%)

Key Activities

• Handling Exam Day Issues: You get pinged when a certification exam has problems—candidate's webcam won't work, proctor flagged someone incorrectly, browser compatibility issue. You troubleshoot, coordinate with support, and calm down stressed training managers who have angry test-takers.
• Quarterly Business Reviews: You run QBRs with your accounts to review exam volume, pass rates, candidate feedback scores, and technical issues. You identify opportunities to add more exam programs or expand to other departments/regions.
• Onboarding New Exam Programs: When a customer wants to add a new certification or training program, you help them configure proctoring settings, test the setup, and train their team on how to manage proctored exams.
• Renewal Conversations: 60-90 days before contract renewal, you're checking health metrics, addressing any concerns, and making sure they're planning to continue. For unhappy accounts, you're building improvement plans to save the renewal.
• Product Advocacy: You collect feature requests and complaints from your corporate ed customers (different needs than higher ed) and push product/engineering teams to prioritize them. You're also the voice explaining why certain features can't be built yet.

The Honest Reality

What's Hard

• High-stress support escalations: When a certification exam with 200 test-takers has technical issues, you're the one fielding panic calls. Exam integrity is critical for these customers—if someone's certification is delayed because of your software, you hear about it.
• You're supporting a secondary segment: Most of Honorlock's features and roadmap are built for higher ed. Your corporate clients will want things (better enterprise SSO, bulk scheduling, white-labeling) that aren't prioritized. You have to manage expectations.
• Expansion is hard to predict: Some corporate customers scale fast (add 10 new training programs), others stay flat for years. Your NRR target depends on landing expansion deals, but budget cycles and internal politics at customer orgs are unpredictable.
• Candidate experience complaints: Test-takers often hate proctoring software—they find it invasive, stressful, or buggy. Your customer contacts hear that feedback and sometimes blame you/the product. You're defending technical requirements while trying to improve experience.

What Success Looks Like

• High renewal rate: 95%+ gross retention, minimal churn in your book of business
• NRR above 105-110%: You're expanding existing accounts through additional exam programs, higher volume, or premium features
• Low escalation rate: Fewer P1 support tickets, faster resolution times, proactive issue identification before customers notice
• Customer advocates: Clients willing to do reference calls or case studies for sales

Who You're Selling To

Primary Contacts:

• Learning & Development Directors (manage corporate training programs)
• Certification Program Managers (run professional cert exams)
• Compliance Officers (oversee required employee testing)
• Training Operations Managers (handle logistics of online exams)

What They Care About:

• Exam integrity and preventing cheating on high-stakes certifications
• Candidate experience—bad exam experience damages their brand/reputation
• Reliability and uptime—exam day failures are unacceptable
• Scalability to handle exam volume (could be 50 or 5,000 test-takers)
• Cost per exam—they have budgets and compare you to unproctored alternatives or testing centers
• Integration with their LMS or exam platform (Moodle, custom systems, etc.)

Requirements

• Experience managing B2B customer accounts in SaaS, especially in edtech, HR tech, or corporate learning space
• Comfortable with technical troubleshooting—you'll diagnose browser issues, API integrations, and user setup problems
• Strong at relationship management with multiple stakeholders (training managers, IT teams, executives)
• Proven ability to identify and close expansion opportunities within existing accounts
• Experience managing high-touch, high-urgency customer situations (exams are time-sensitive and stressful)
• Background in corporate training, L&D, or certification programs is a major plus
• Ability to work cross-functionally with support, product, and sales teams to solve customer problems