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Help Scout is seeking a Senior Account Manager to own a portfolio of 130–150 accounts end-to-end. You'll manage the full customer lifecycle from onboarding through renewal and expansion, driving revenue growth while building trusted relationships with key stakeholders.
Key responsibilities include: owning high-volume account portfolios with full accountability for outcomes; forecasting and tracking revenue goals while identifying risks and opportunities; leading the complete commercial process for renewals and expansions including discovery, proposals, pricing negotiations, and contract coordination; exercising sound commercial judgment to balance customer needs with business goals; driving adoption through regular check-ins, optimization reviews, and QBRs; partnering cross-functionally with Product and other teams to bring customer voice into company decisions; maintaining coordination across internal teams while ensuring clear communication and follow-through; designing and improving workflows using AI tools for efficiency; and acting as the connective tissue between customers and internal teams.
You'll bring 5+ years of quota-carrying SaaS experience with a track record of driving renewals, expansions, and upsells. You're comfortable managing large books of business (130–150 accounts) in high-volume environments, staying organized and ensuring nothing slips through. You have strong commercial judgment, can own the full renewal and expansion process from discovery through close, and think like a true owner—proactively identifying risks and opportunities with clear communication to leadership. You're a strong cross-functional partner who influences decisions by bringing customer perspective to Product, Marketing, and other teams. You're detail-oriented with numbers, comfortable building and maintaining revenue projections, and excited about leveraging AI to transform your work and reduce manual overhead. You have a consultative, value-based approach and strong technical aptitude for learning new software platforms quickly.
Help Scout is a fully remote, 120+ person team founded in 2011. The company has processed 3+ billion conversations and serves 10,000+ companies with customer support software built on the principle that support should treat customers like people, not tickets. The culture emphasizes ownership, curiosity, raising work quality, and doing some of the best work of your career.
