Sr. Customer Success Manager
Remote · 5+ years experience · Full-time · Remote · Posted Oct 14, 2026
At a glance
- Experience
- 5+ years experience
- Employment
- Full-time
- Workplace
- Remote
- Location
- Remote
- Visa sponsorship
- Visa sponsorship not offered
About the role
- As a Senior Customer Success Manager at Help Scout, you'll own a named book of 80–100 accounts representing around $4M in recurring revenue.
- You will serve as a trusted partner for users and executives, focusing on retention, long-term value, relationship management, and customer health.
Responsibilities
- Own a book of 80–100 accounts end-to-end, accountable for health and retention from onboarding handoff through adoption and renewal.
- Build multi-threaded relationships across levels in each customer, including executives and decision makers, aligning on business outcomes.
- Catch risk early by watching for signals like dropping usage or slowing communication, escalating early, and bringing in internal partners.
- Lead executive business reviews and regular check-ins that drive adoption, surface underused features, and strengthen product alignment.
- Own renewals and retention, with success measured on net dollar retention for your book.
- Surface expansion opportunities and partner with the expansion team to close them.
- Bring the voice of the customer inside by sharing learnings with Product and cross-functional teams to shape the roadmap and onboarding.
- Design your own workflows with the freedom to use AI tools to stay organized across a large book.
- Raise the bar for the team by sharing what works, documenting learnings, and helping shape Customer Success at Help Scout.
Requirements
- 5+ years of Customer Success experience in SaaS, with time spent in SMB, mid-market, strategic, or enterprise segments.
- Managed a large book of business of 50+ accounts and kept a consistent cadence with all of them.
- Track record in retention, including experience discussing renewal rates, retention, or NDR and actions taken to move them.
Benefits
- Competitive salary and an internal, transparent salary formula based on market data
- Flexible time off
- 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 U.S. or Canada based employees and their dependents
Workplace
- Fully remote team since day one with teammates all over the world.
