Senior Account Manager

Summary

Join Help Scout as a Senior Account Manager and build strong relationships with key stakeholders, ensuring their success with the Help Scout platform. You will be responsible for strategic account management, driving platform adoption, and uncovering expansion opportunities. This role requires proactive communication, strategic insight, and a customer-first mindset. You will work cross-functionally with various teams to understand customer goals and ensure their needs are met. Success in this role involves maintaining a strong renewal rate, driving customer adoption, and identifying expansion opportunities. The ideal candidate will have 5+ years of experience in Customer Success or Account Management within SaaS.

Requirements

• 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
• Have led strategic conversations around migrations and pricing, guiding customers through change while ensuring alignment with their long-term goals
• Be motivated by helping customer succeed, and see every challenge whether it is an urgent bug or a shifting timeline as a chance to create a better experience for the customer
• Be the type of person who notices when a key stakeholder hasn’t engaged recently or a deadline is at risk, and proactively step in to realign priorities, offer solutions and keep things moving. Managing multiple accounts, timelines and take pride in the small details that build long-term trust
• Be comfortable engaging with customers at all levels, from onboarding a new admin to collaborating with VPs or the CEO to align on strategic goals
• 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
• 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

Responsibilities

• 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
• 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
• Conduct regular business reviews, check-ins, and strategic planning sessions that align Help Scout with the customer’s evolving goals
• Identify risks and opportunities in each account, ensuring timely renewals and uncovering paths to expansion when there’s alignment
• Contribute to revenue forecasting and churn prevention by sharing clear signals and updates with the finance and leadership teams
• Maintain 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

Benefits

• Healthcare coverage
• Wellness resources