Senior Account Manager

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Help Scout

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

☁️ SaaS

SaaS • Customer Support

Help Scout is a customer support platform that offers a range of tools to empower teams and enhance the customer experience. The platform includes features such as a shared inbox, live chat, self-service knowledge base, and proactive messaging to help teams deliver personalized and efficient support. Help Scout emphasizes the importance of a personal touch in customer service, integrating AI tools in a supportive way rather than allowing AI to dominate the customer experience. It caters to a variety of industries with a focus on maintaining outstanding support that prioritizes both the team and the customer.

📋 Description

• Own a high-volume portfolio of 130–150 accounts end-to-end, from onboarding handoff through renewal and expansion • Forecast and track revenue goals, identifying account risks and opportunities and sharing signals with finance and leadership • Own the full commercial process for renewals and expansions, including discovery, proposals, pricing and contract discussions, procurement coordination, and closing • Use customer goals, product usage, account history, and business value to shape recommendations • Drive adoption and engagement through regular calls, optimization reviews, and QBRs • Partner with Product and cross-functional teams to bring the voice of the customer into meetings, roadmap discussions, and company-wide decisions • Coordinate cross-functional work, customer communication, next steps, and outcomes • Design and continuously improve workflows, including through AI tools • Connect customers and internal teams through proactive communication, coordination, and follow-through • Act as an internal customer advocate to improve the product, strengthen onboarding, and shape team growth

🎯 Requirements

• 5+ years of quota-carrying experience in SaaS • Experience consistently driving renewals, expansions, and upsells with strategic accounts • Strong commercial judgment in evaluating customer needs, product usage, business value, and account context • Ability to own a book of 130–150 accounts in a high-volume environment • Ability to own the full renewal and expansion process, including discovery, recommendations, negotiation, internal approvals, and closing • Proactive risk and opportunity identification with clear planning and communication • Strong cross-functional partnership with Product, Marketing, and other teams • Ability to build and maintain revenue projections and communicate risks and opportunities to leadership • Interest in using AI to design smarter processes and reduce manual work • Consultative, value-based customer approach • Technical aptitude and ability to learn and navigate complex software quickly • Must already be authorized to work from your home country; Help Scout does not sponsor visas • Experience as an Account Manager for a B2B SaaS product or line of products

🏖️ Benefits

• Competitive salary and an internal, transparent salary formula based on market data • Flexible time off – you choose the holidays and vacations that make sense for you • 12 weeks of fully paid parental leave for all new parents, including adoption and foster care • A home office stipend • A co-working stipend up to $300 a month if you choose to work out of your house • A yearly professional development stipend of $1,800 • Top tier health insurance for you and your dependents if you’re in the U.S. or Canada • Fully remote work