Note: The job is a remote job and is open to candidates in USA. Help Scout is a remote support software company focused on helping businesses build stronger customer relationships. The Senior Account Manager will own a portfolio of 130–150 SaaS accounts, managing onboarding handoffs, renewals, expansions, revenue forecasting, adoption, and cross-functional customer advocacy.
Responsibilities
- Own a high-volume portfolio of 130–150 accounts end-to-end. From onboarding handoff through renewal and expansion, you’ll be accountable for outcomes at every stage
- Forecast and track your own revenue goals. You’ll identify risks and opportunities in each account and share clear, proactive signals with finance and leadership teams
- Own the full commercial process for renewals and expansions. You’ll lead discovery, develop thoughtful proposals, navigate pricing and contract conversations, coordinate procurement, and move opportunities through to close
- Exercise sound commercial judgment. You’ll use customer goals, product usage, account history, and business value to shape recommendations that support both the customer relationship and Help Scout’s growth
- Drive adoption and engagement through regular calls, optimization reviews, and QBRs, surfacing underused features and identifying paths to stronger product alignment
- Partner closely with Product and cross-functional teams, bringing the voice of the customer into go-to-market meetings, roadmap discussions, and company-wide decisions
- Maintain ownership across cross-functional work. You’ll bring in the right internal partners when needed while continuing to coordinate next steps, communicate with the customer, and ensure the work reaches a clear outcome
- Design and continuously improve your own workflows. You have freedom and support here leverage AI tools to create efficiencies and ensure nothing gets dropped across a large, active book of business
- Act as the connective tissue between customers and internal teams. You’ll think ahead, anticipate what’s coming, and ensure clear communication, seamless coordination, and consistent follow-through
Skills
- You're a sales-forward Account Manager with 5+ years of quota-carrying experience in SaaS, consistently driving renewals, expansions, and upsells with strategic accounts
- You have strong commercial judgment. You're comfortable evaluating customer needs, usage, business value, and account context to develop thoughtful proposals and guide productive pricing and renewal conversations
- You're comfortable owning a book of 130–150 accounts and thrive in high-volume environments — you stay organized, keep your pipeline clean, and take pride in the fact that nothing slips through
- You're comfortable owning the full renewal and expansion process. You can lead discovery, present recommendations, negotiate confidently, coordinate internal approvals, and guide an opportunity through to close
- You think and act like a true owner. You proactively identify risks and opportunities, develop a clear plan, and communicate early enough for the team to take meaningful action
- You're a strong cross-functional partner. You know how to work alongside Product, Marketing, and other teams — not just escalate to them — and you bring the customer perspective in a way that influences decisions
- You're really into the numbers. You're comfortable building and maintaining your own revenue projections, and you communicate risks and opportunities clearly to leadership without needing hand-holding
- You're excited about how AI can transform your work. You look for ways to design smarter processes, reduce manual overhead, and spend your time where it matters most
- You have a consultative, value-based approach that helps customers connect their goals to the best of what Help Scout offers — and you're excited to help shape a growing team
- Technical aptitude. You're comfortable learning and navigating complex software. You pick up new tools and platforms quickly
- Teammates must already be authorized to work from their home country
Benefits
- Commission
- We’ll give you a take-home project (we’ll pay for your time)
- All roles at Help Scout are fully remote.
- 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 to help you get set up and productive
- 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 to help you grow in your craft
- If you’re in the U.S. or Canada, we offer top tier health insurance for you and your dependents.
Company Overview