Senior Customer Success Manager

Help Scout

. Own a named book of 80–100 accounts end-to-end, from onboarding handoff through adoption and renewal .

Posted 10/14/2026full-timeRemote • United StatesSenior💰 $139,000 - $167,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success within the SaaS industry, focusing on account management, renewals, and retention strategies. Proficient in building relationships with stakeholders and utilizing AI tools to enhance operational efficiency.

Highest-signal resume keywords

Customer Success ExperienceAccount ManagementNet Dollar RetentionCross-Functional CollaborationAI Tool Utilization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementRenewal StrategiesRetention StrategiesRisk IdentificationWorkflow DesignTechnical AptitudeSaaS ExperienceExpansion Opportunity ManagementExecutive Business ReviewsCustomer Health Monitoring

Soft Skills

Relationship BuildingStrategic AdvisingCommunicationProblem SolvingAdaptability

Tools & Technologies

AI ToolsCustomer Success Software

Industry Keywords

SaaSSMBMid-MarketStrategic AccountsEnterprise Accounts

About the role

Key responsibilities & impact

Own a named book of 80–100 accounts end-to-end, from onboarding handoff through adoption and renewal
Build multi-threaded relationships with users, executives, and decision makers
Conduct regular check-ins and executive business reviews
Monitor account health and identify risks such as dropping usage or slowing communication
Escalate risks and coordinate internal partners to improve customer outcomes
Own renewals and retention, measured by net dollar retention
Surface expansion opportunities and partner with the expansion team to close them
Represent the voice of the customer to Product, onboarding, and cross-functional teams
Design workflows and use AI tools to stay organized
Share best practices, document learnings, and help shape Customer Success processes

Requirements

What you’ll need

5+ years of Customer Success experience in SaaS
Experience in SMB, mid-market, strategic, or enterprise segments
Experience managing 50+ accounts with a consistent cadence
Demonstrated renewal, retention, or net dollar retention results
Ability to act as a strategic advisor and align with executives on business goals
Ability to identify account risk, escalate early, and involve appropriate internal partners
Ability to handle difficult renewal or recovery conversations
Experience partnering cross-functionally with Product, Support, and Sales
Experience handing off expansion opportunities to account executives or account managers
Comfort shaping processes in an evolving environment
Interest in using AI to reduce manual overhead
Technical aptitude and ability to learn complex software
Must already be authorized to work from the home country; Help Scout does not sponsor visas

Benefits

Comp & perks

Competitive salary and an internal, transparent salary formula based on market data
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
A co-working stipend up to $300 a month
A yearly professional development stipend of $1,800
Top tier health insurance for you and your dependents if you’re in the U.S. or Canada
Fully remote work