This role is remote for applicants based in the United States only. Help Scout does not sponsor visas.
Help Scout has been fully remote since 2011 and more than 10,000 companies use it to talk to their customers. Now it wants a senior customer success manager to keep about US$4 million of recurring revenue happy, without carrying a sales quota.
About Help Scout
Help Scout makes customer support software built on the idea that customers are people, not tickets. It has handled more than 3 billion conversations and has a fully remote team of over 120 people around the world.
About the Role
You will own a named book of 80 to 100 accounts worth around US$4 million in recurring revenue. You will:
- Own each account from onboarding handoff through adoption and renewal
- Build relationships at every level, from daily users to executive sponsors
- Spot early risk signals such as falling usage, and bring in the right help fast
- Lead executive business reviews and regular check ins
- Own renewals and retention, measured on net dollar retention
- Hand expansion opportunities to the expansion team instead of selling them yourself
- Share the voice of the customer with Product and other teams
About You
- 5+ years of customer success experience in SaaS
- Experience managing 50 or more accounts at once
- A retention track record you can explain with numbers
- Comfort with tough renewal or recovery conversations
- Strong cross functional skills with Product, Support and Sales
- Interest in using AI to cut manual work, and solid technical aptitude
What Help Scout Offers
Help Scout lists on-target earnings of US$139,000 to US$160,000. Benefits include flexible time off, 12 weeks of fully paid parental leave, a home office stipend, up to US$300 a month for co-working, a US$1,800 yearly professional development budget and top tier health insurance in the US. The process includes a paid take home project.
If you love long term customer relationships more than closing deals, apply on Help Scout's official careers page: Apply for the Help Scout Senior Customer Success Manager role