[Hiring] Senior Customer Success Manager @Help Scout

Role Description

As a Senior Customer Success Manager at Help Scout, you’ll own a named book of 80–100 accounts, representing around $4M in recurring revenue. You’ll be the trusted partner for the people who rely on Help Scout every day, from day-to-day users to the executives who sponsor the relationship.

• Own a book of 80–100 accounts end-to-end.
• From onboarding handoff through adoption and renewal, you’re accountable for the health and retention of every account.
• Build multi-threaded relationships across levels in each customer, including executives and decision makers.
• Catch risk early by watching for signals like dropping usage or slowing communication.
• Lead executive business reviews and regular check-ins that drive adoption and strengthen product alignment.
• Own renewals and retention, measured on net dollar retention for your book.
• Surface expansion opportunities and partner with our expansion team to close them.
• Bring the voice of the customer inside by sharing insights with Product and cross-functional teams.
• Design your own workflows using AI tools to stay organized.
• Raise the bar for the team by sharing what works and documenting your learnings.

Qualifications

• 5+ years of Customer Success experience in SaaS, with time spent in SMB, mid-market, strategic, or enterprise segments.
• Experience managing a large book of business, including 50+ accounts.
• Strong track record in retention, with measurable renewal rates and NDR.
• Enjoy being a strategic advisor and aligning with executives on business goals.
• Ability to handle difficult conversations with confidence and care.
• Strong cross-functional partnership skills, working alongside Product, Support, and Sales.
• Comfortable shaping processes and adapting to change.
• Excited about how AI can transform your work.
• Technical aptitude for learning and navigating complex software.

Requirements

• Must be authorized to work from your home country.
• All roles are fully remote; some positions may have specific location requirements.
• No visa sponsorship available.

Benefits

• Competitive salary and an internal, transparent salary formula based on market data.
• Flexible time off – you choose the holidays and vacations that make sense for you.
• 12 weeks of fully paid parental leave for all new parents, including adoption and foster care.
• A home office stipend to help you get set up and productive.
• A co-working stipend up to $300 a month if you choose to work out of your house.
• A yearly professional development stipend of $1,800 to help you grow in your craft.
• Top tier health insurance for you and your dependents if you’re in the U.S. or Canada.

Company Description

Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. Now we’re in a new chapter, building AI that gives teams more space to focus on the customer experience while reimagining how we operate in an AI-native world.

• Fully remote team since day one, with 120+ teammates worldwide.
• Culture of trust, ownership, and curiosity.
• Focus on quality work and attention to detail.