Senior Customer Success Manager

As a Senior Customer Success Manager at Help Scout, you’ll own a named book of 80–100 accounts, representing around $4M in recurring revenue. You’ll be the trusted partner for the people who rely on Help Scout every day, from day-to-day users to the executives who sponsor the relationship.

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.

You won’t carry an expansion quota. When you spot an opportunity to grow an account, you’ll partner with our expansion team and hand it off warm, so you can stay focused on retention and long-term value. You’ll also be the customer’s voice inside Help Scout, bringing what you learn to Product, onboarding, and the rest of the team.

• 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.