Senior Account Manager

As a Senior Account Manager at Help Scout, you won’t just be managing renewals — you’ll build strong, trusted relationships with the key stakeholders who rely on Help Scout every day, helping them to reach their goals, and making sure their experience with us is as smooth and impactful as possible. Whether it’s an optimization review, a strategic check-in, or just a well-timed email, you’ll be the kind of partner they can count on.

You’ll also be their internal advocate by sharing what you learn in your customer conversation help us build a better product, strengthen onboarding, and influence how we grow as a team. You’ll be a key voice in how we support customers across the board. If you're excited by the idea of turning challenges into wins while playing a critical role in long-term customer success and retention, then you will thrive here.

About the Role

• You’ll be accountable for strategic relationships with a portfolio of high-value customers, ensuring they are fully supported, positioned for long-term success with Help Scout, and engaged throughout the renewal process.
• You’ll foster a customer-first mindset internally while working cross-functionally with onboarding, support, and product teams to deeply understand customer goals and use cases, and ensure those are consistently met through thoughtful platform adoption strategies.
• Your day to day will consist of conducting regular business reviews, check-ins, and strategic planning sessions that align Help Scout with the customer’s evolving goals. 
• Your mission will be to identify risks and opportunities in each account, ensuring timely renewals and uncovering paths to expansion when there’s alignment. 
• You'll contribute to revenue forecasting and churn prevention by sharing clear signals and updates with the finance and leadership teams. 
• Success in this role means maintaining strong renewal rate, driving customer adoption across your portfolio, surfacing opportunities for meaningful expansion, and keeping internal teams aligned through proactive communication and strategic insight.

About You

• You have 5+ years of experience in Customer Success or Account Management within SaaS or a similar technology-driven environment, with a strong track record of driving platform adoption and uncovering expansion opportunities.
• You have led strategic conversations around migrations and pricing, guiding customers through change while ensuring alignment with their long-term goals. 
• You’re motivated by helping customer succeed, and you see every challenge whether it is an urgent bug or a shifting timeline as a chance to create a better experience for the customer.
• You’re the type of person who notices when a key stakeholder hasn’t engaged recently or a deadline is at risk, and you proactively step in to realign priorities, offer solutions and keep things moving. Managing multiple accounts, timelines and you take pride in the small details that build long-term trust. 
• You’re comfortable engaging with customers at all levels, from onboarding a new admin to collaborating with VPs or the CEO to align on strategic goals.
• You describe yourself as naturally curious and constantly looking for ways to improve, whether that means refining your own workflow or uncovering new strategies to help customers thrive.
• You have demonstrated experience selling B2B software solutions using value-based or consultative sales techniques, with a focus on aligning solutions to customer goals and driving account growth.