139K–160K USD / year
Sr. Customer Success Manager
Customer successRemote — United States
Published on 2026-10-14
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Own customer success and retention for a portfolio of 80–100 accounts representing approximately $4M in recurring revenue. Build strategic customer relationships, drive adoption, identify account risks early, and partner with the expansion team on growth opportunities.
About the company
Help Scout provides customer service software designed to help businesses deliver exceptional support experiences. The company focuses on building tools that enhance communication and collaboration between teams and their customers.
The team
Customers — Customer Success
What you'll do
- Manage a portfolio of 80–100 accounts from onboarding handoff through adoption and renewal
- Build relationships with customer users, executives, and decision makers; align on business outcomes
- Lead executive business reviews and regular check-ins to strengthen adoption and product alignment
- Monitor account health, address risks early, and coordinate internal support for recovery
- Own renewals and retention, measured by net dollar retention
- Identify expansion opportunities and make warm handoffs to the expansion team
- Share customer insights with Product and cross-functional teams
- Document effective workflows and help shape the Customer Success function
What we're looking for
- 5+ years of Customer Success experience in B2B SaaS
- Experience managing a book of 50+ accounts with a consistent customer cadence
- Demonstrated retention results and ability to discuss renewal rates or net dollar retention
- Experience advising executives and handling difficult renewal or recovery conversations
- Strong cross-functional collaboration with Product, Support, and Sales
- Comfortable building processes in an evolving environment
- Technical aptitude and willingness to become a product expert
- Interest in using AI tools to reduce manual work
Benefits
- Flexible time off
- 12 weeks of fully paid parental leave
- Home office stipend
- Coworking stipend up to $300 per month
- $1,800 yearly professional development stipend
- Health insurance for employees and dependents in the U.S. or Canada
Hiring process
- Recruiter chat
- Conversation with the Customer Enablement Lead
- Paid take-home project and presentation
- Customer Success team chat
- Final conversation with the VP of Customers
- Three references, ideally including two managers