SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 139,000 - 160,000 / annual
Help Scout is a customer support platform used by 10,000+ companies to manage billions of conversations annually. The company is fully remote with 120+ employees worldwide and is evolving to incorporate AI into both its product and operations.
As a Senior Customer Success Manager, you will own a named book of 80–100 accounts representing approximately $4M in recurring revenue. You will serve as the trusted strategic partner for customers ranging from day-to-day users to executive sponsors.
Key responsibilities include:
• Own end-to-end account health and retention across your book, from onboarding handoff through adoption and renewal.
• Build multi-threaded relationships across customer organizations, engaging executives and decision-makers to align on business outcomes.
• Proactively identify and escalate risk signals such as declining usage or communication gaps, bringing in internal partners to address issues.
• Lead executive business reviews and regular check-ins that drive adoption, surface underutilized features, and strengthen product alignment.
• Own renewals and retention; success is measured on net dollar retention for your book.
• Surface expansion opportunities and partner with the expansion team to close them warm, allowing you to remain focused on retention.
• Serve as the customer voice inside Help Scout, sharing insights with Product and cross-functional teams to shape roadmap and onboarding.
• Design your own workflows using AI tools to stay organized and ensure nothing falls through the cracks across a large book.
• Raise the bar for the team by documenting learnings and helping shape how Customer Success scales at Help Scout.
Help Scout values craft, progress over perfection, and owning outcomes. The role offers flexibility, autonomy in process design, and the opportunity to work in an AI-native environment.
REQUIREMENTS:
• 5+ years of Customer Success experience in SaaS, with exposure to SMB, mid-market, strategic, or enterprise segments.
• Proven track record managing a large book of business; you have managed 50+ accounts and maintained consistent cadence with all of them.
• Strong retention metrics to discuss: renewal rates, retention, or NDR, and demonstrated actions taken to improve them.
• Strategic mindset: you enjoy being a strategic advisor, aligning executives on business goals, and working cross-functionally rather than closing deals.
• Collaborative problem-solver: you raise issues early, pull in the right people, and keep customers informed.
• Comfort with difficult conversations: you can handle tough renewal and recovery conversations with confidence and care.
• Cross-functional partnership skills: experience working alongside Product, Support, and Sales; you have handed off expansion opportunities to account executives or account managers.
• Comfort operating in a building phase: you can shape processes as they evolve and don't require a complete playbook.
• Enthusiasm for AI: you actively look for ways to reduce manual overhead and focus your time on high-impact work.
• Technical aptitude: you are comfortable learning and navigating complex software and want to become an expert in Help Scout's product.
