Senior Account Manager

Who we are

At Help Scout, we’re on a mission to help businesses delight more customers. We’ve been on this journey since 2011, and today more than 12,000 companies use our platform to provide outstanding customer support. We’ve been fully remote from the beginning, and have a team of 140+ people all over the world.

We love crafting beautiful products and growing a business together, but we're also trying to do something bigger. We're building a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That's why we've been a Certified B Corporation since 2019 and have pledged 1% of our equity back to the community.

Help Scout’s success hinges on hiring talented, high-accountability people who want to be part of creating a culture where we all feel challenged and supported to do our best work. We hope that excites you to join us! 

Company values

Happy to Help

Help is our first name. We show up for others, not because we have to, but because we want to. We share knowledge and give freely by default, and operate with generosity and empathy for each other, our customers, and our community. After all, there is no I in team (or software).

Craft over Convention

Although it’s tempting to follow a well-worn path, we push ourselves to run beyond it — even when that sets us apart from our peers. We’re building a culture where it’s safe to be ambitious and hold each other to high standards. That’s why we obsess over the last 10%, because it shows up for our customers and the business in powerful ways.

Progress not Perfection

The work of building a product, culture, and brand is never done – we ship our best effort, listen, iterate, then repeat. Seeking progress requires the vulnerability to be curious, humble, and hungry to learn. Great ideas can come from anywhere, so we share our work openly, welcome the perspective of others, and continuously search for what can be improved.

Own the Outcome 

Ownership is key to our collective success. We consider the impact on our team and our community before we act, and believe that trust and integrity are non-negotiable. To create a better future, our decisions are made with stakeholders today and ten years from now in mind.

Read more about how we define, share, and live these values here. 

The Opportunity

As a Senior Account Manager at Help Scout, you won’t just be managing renewals — you’ll build strong, trusted relationships with the key stakeholders who rely on Help Scout every day, helping them to reach their goals, and making sure their experience with us is as smooth and impactful as possible. Whether it’s an optimization review, a strategic check-in, or just a well-timed email, you’ll be the kind of partner they can count on.

You’ll also be their internal advocate by sharing what you learn in your customer conversation help us build a better product, strengthen onboarding, and influence how we grow as a team. You’ll be a key voice in how we support customers across the board. If you're excited by the idea of turning challenges into wins while playing a critical role in long-term customer success and retention, then you will thrive here.

About the Role

• You’ll be accountable for strategic relationships with a portfolio of high-value customers, ensuring they are fully supported, positioned for long-term success with Help Scout, and engaged throughout the renewal process.

• You’ll foster a customer-first mindset internally while working cross-functionally with onboarding, support, and product teams to deeply understand customer goals and use cases, and ensure those are consistently met through thoughtful platform adoption strategies.

• Your day to day will consist of conducting regular business reviews, check-ins, and strategic planning sessions that align Help Scout with the customer’s evolving goals. 

• Your mission will be to identify risks and opportunities in each account, ensuring timely renewals and uncovering paths to expansion when there’s alignment. 

• You'll contribute to revenue forecasting and churn prevention by sharing clear signals and updates with the finance and leadership teams. 

• Success in this role means maintaining strong renewal rate, driving customer adoption across your portfolio, surfacing opportunities for meaningful expansion, and keeping internal teams aligned through proactive communication and strategic insight.

About You

• You have 5+ years of experience in Customer Success or Account Management within SaaS or a similar technology-driven environment, with a strong track record of driving platform adoption and uncovering expansion opportunities.

• You have led strategic conversations around migrations and pricing, guiding customers through change while ensuring alignment with their long-term goals. 

• You’re motivated by helping customer succeed, and you see every challenge whether it is an urgent bug or a shifting timeline as a chance to create a better experience for the customer.

• You’re the type of person who notices when a key stakeholder hasn’t engaged recently or a deadline is at risk, and you proactively step in to realign priorities, offer solutions and keep things moving. Managing multiple accounts, timelines and you take pride in the small details that build long-term trust. 

• You’re comfortable engaging with customers at all levels, from onboarding a new admin to collaborating with VPs or the CEO to align on strategic goals.

• You describe yourself as naturally curious and constantly looking for ways to improve, whether that means refining your own workflow or uncovering new strategies to help customers thrive.

• You have demonstrated experience selling B2B software solutions using value-based or consultative sales techniques, with a focus on aligning solutions to customer goals and driving account growth.

About the Process

1. Value add - You'll meet with Sewar, Director of Account Management, to talk more about the role and your experience in more detail.

2. Tech Screen - You'll meet with two members of the team to dive deeper into your account management experience.

3. Logistics Chat - You'll meet with Mary on the Recruiting team to chat through compensation, benefits, timeline, and company culture.

4. Project - We’ll give you a take-home project (we’ll pay for your time), then you’ll share it back to the team.

5. Final Chat - You’ll chat with another 1-2 people on the team, who will vary depending on what else we’d like to learn about you.

6. References - We’ll ask you for three references. Ideally, we’d like two of them to be managers, but we can be flexible. 

Compensation

Each role at Help Scout has a pay range aligned to our salary formula and based on national market data. We take a competency-based approach and pay is based on the level and band of your role. We assess leveling during the hiring process for new teammates, during our bi-annual performance review cycles, and when a teammate’s role changes.

Our remote compensation philosophy is not based on the employee’s geographic location. You are paid the same no matter where you live.

The OTE for this role is $143,000- $156,000.