Senior Customer Success Manager

Role Overview

Help Scout is a remote team that has been building AI to give teams more space to focus on the customer experience. As a Senior Customer Success Manager, you’ll own a named book of 80–100 accounts, representing around $4M in recurring revenue, and be the trusted partner for the people who rely on Help Scout every day.

What You Will Do

Your first priority is building a strong relationship rhythm across your book: regular check-ins, executive business reviews, and a clear understanding of what each customer is trying to achieve. You’ll connect those goals to the best of what Help Scout offers, and you’ll be the first to notice when something starts to slip.

Why It Might Be a Fit

You’ll be a strong cross-functional partner, comfortable shaping processes as we go, and excited about how AI can transform your work. You’ll thrive while things are still being built and be comfortable learning and navigating complex software.

Requirements

• 5+ years of Customer Success experience in SaaS
• Time spent in SMB, mid-market, strategic, or enterprise segments
• Owned a large book of business
• Managed 50+ accounts and kept a consistent cadence with all of them
• Retention is your track record
• Love the relationship side of the work
• Enjoy being a strategic advisor, aligning with executives on business goals, and working with internal teams to get customers where they need to go
• Not afraid of difficult conversations
• Strong cross-functional partner
• Thrives while things are still being built
• Excited about how AI can transform your work
• Comfortable learning and navigating complex software

Benefits

• Competitive salary
• Flexible time off
• 12 weeks of fully paid parental leave for all new parents
• Home office stipend
• Co-working stipend up to $300 a month
• Yearly professional development stipend of $1,800
• Top tier health insurance for you and your dependents