Technical Account Manager - Mid Market

Hona is building the AI Case Manager for personal injury law firms. Every day, legal teams lose hours to manual intake, missed follow-ups, and disorganized client communication. We're replacing all of it with AI staff that work around the clock and never drop the ball. We already serve hundreds of law firms across the country and millions of plaintiffs, and we're moving fast to define an entirely new category in legal tech. As a startup, we move quickly, value ownership, and empower our team members to make a real impact from day one. Hona is looking for a Technical Account Manager (TAM) - Mid Market to help our customers succeed and grow with our platform. This role is focused on customer retention, product adoption, and long-term relationship management . As a TAM, you will work closely with law firms using Hona to ensure they are getting maximum value from the platform. You’ll proactively drive engagement, identify opportunities to improve product usage, and help clients optimize their workflows. You’ll also serve as a trusted advisor when issues arise and help guide customers toward expansion opportunities as their needs grow. This role is perfect for someone who enjoys building relationships, solving problems, and helping customers succeed with technology in a fast-moving startup environment. What You’ll Do 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 What We’re Looking For Required 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 Nice to Have Experience working with law firms or legal technology Experience managing technical products or integrations Background in customer enablement, training, or onboarding #J-18808-Ljbffr