Sr. Customer Success Manager
- Location
- United States
- Work arrangement
- Remote
- Employment type
- Full-time
- Category
- Customer Service & Call Centre
- Openings
- 1
About the role
Help Scout is hiring a Senior Customer Success Manager to own a book of customer accounts from the onboarding handover through adoption and renewal. The role manages around 100 accounts and is measured on net dollar retention, building relationships that range from day-to-day users to executive sponsors. Day to day, the work involves spotting usage-risk signals before they become churn, leading executive business reviews, handling difficult renewal and recovery conversations, and handing well-qualified expansion opportunities to the expansion team. The manager works cross-functionally with Product, Support and Sales, and is expected to use AI tooling to cut manual work out of the process. On-target earnings are stated as US$139,000 to US$160,000. This is a remote role open only to applicants based in the United States. Interested candidates should apply through the application link.
Requirements
5+ years of customer success experience in SaaS Experience managing 50+ accounts at once A retention track record that can be explained with numbers Comfort with tough renewal and recovery conversations Strong cross-functional skills with Product, Support and Sales Interest in using AI to cut manual work, with solid technical aptitude
Skills
How to apply
- Select Apply now.
- You are taken to Help Scout’s own application page to send your application.
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