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Sr. Customer Success Manager

Help Scout· Customers
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Remote$139k - $160kFull-timePosted 4d ago

About the role

Senior Customer Success Manager at Help Scout owning a named book of 80–100 accounts (~$4M ARR), focused on retention and long-term value with no expansion quota, collaborating cross-functionally to drive adoption, renewals, and customer outcomes in a fully remote, AI-ready environment.

Responsibilities

  • 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. You’ll work across levels in each customer, including executives and decision makers, and align on the business outcomes that matter to them.
  • Catch risk early. You’ll watch for signals like dropping usage or slowing communication, escalate early, and bring in the right internal partners to turn things around.
  • Lead executive business reviews and regular check-ins that drive adoption, surface underused features, and strengthen product alignment.
  • Own renewals and retention. Your success is 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. Share what you learn with Product and cross-functional teams to help shape the roadmap, onboarding, and how we work.
  • Design your own workflows. You’ll have freedom to use AI tools to stay organized and make sure nothing falls through the cracks across a large book.
  • Raise the bar for the team. You’ll share what works, document your learnings, and help shape how Customer Success grows at Help Scout.

Qualifications

  • 5+ years of Customer Success experience in SaaS, with time spent in SMB, mid-market, strategic, or enterprise segments.
  • You've owned a large book of business, managing 50+ accounts with a consistent cadence.
  • Retention is your track record, with renewal rates, retention, or NDR demonstrated.
  • You love the relationship side of the work and act as a strategic advisor.
  • You collaborate cross-functionally and can hand off expansion opportunities to account executives or account managers.
  • You're comfortable handling difficult renewal or recovery conversations.
  • You thrive in environments where processes are still being built and you can shape them.
  • You’re excited about how AI can transform your work and reduce manual overhead.
  • Technical aptitude and desire to become an expert in Help Scout’s product.

Skills

Required:Customer Success managementRelationship managementRisk management

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
  • If you’re in the U.S. or Canada, top tier health insurance for you and your dependents.
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Help Scout

AI clears the way.

Help Scout's shared inbox, help center, and live chat software gives your team the tools you need to easily manage customer communications.

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