Senior Customer Success Manager

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $139k - $167k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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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 named book of 80–100 accounts end-to-end, from onboarding handoff through adoption and renewal • Build multi-threaded relationships with users, executives, and decision makers • Conduct regular check-ins and executive business reviews • Monitor account health and identify risks such as dropping usage or slowing communication • Escalate risks and coordinate internal partners to improve customer outcomes • Own renewals and retention, measured by net dollar retention • Surface expansion opportunities and partner with the expansion team to close them • Represent the voice of the customer to Product, onboarding, and cross-functional teams • Design workflows and use AI tools to stay organized • Share best practices, document learnings, and help shape Customer Success processes

🎯 Requirements

• 5+ years of Customer Success experience in SaaS • Experience in SMB, mid-market, strategic, or enterprise segments • Experience managing 50+ accounts with a consistent cadence • Demonstrated renewal, retention, or net dollar retention results • Ability to act as a strategic advisor and align with executives on business goals • Ability to identify account risk, escalate early, and involve appropriate internal partners • Ability to handle difficult renewal or recovery conversations • Experience partnering cross-functionally with Product, Support, and Sales • Experience handing off expansion opportunities to account executives or account managers • Comfort shaping processes in an evolving environment • Interest in using AI to reduce manual overhead • Technical aptitude and ability to learn complex software • Must already be authorized to work from the home country; Help Scout does not sponsor visas

🏖️ 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 • 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