Sr. Account Manager - Help Scout

Who we are

Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. With 3+ billion conversations and 10,000+ customers, we are now reimagining how we operate in an AI-native world. We have been a fully remote team since day one, fostering a culture of ownership, curiosity, and high-quality craft.

The Opportunity

As a Senior Account Manager, you will take end-to-end ownership of a portfolio of 130–150 accounts. You will build trusted relationships, lead renewals, and identify revenue growth opportunities while acting as an internal advocate for your customers.

Key Responsibilities

• Portfolio Management: Own 130–150 accounts from onboarding through renewal and expansion.
• Revenue Ownership: Forecast and track revenue goals, identifying risks and opportunities.
• Commercial Process: Lead discovery, develop proposals, and navigate contract negotiations.
• Strategic Partnership: Drive adoption through QBRs and optimization reviews, surfacing underused features.
• Cross-functional Collaboration: Partner with Product and GTM teams to influence roadmap and strategy.
• Workflow Design: Leverage AI tools to create efficiencies and maintain high-volume account health.

About You

• Experience: 5+ years of quota-carrying SaaS experience in renewals, expansions, and upsells.
• Commercial Judgment: Ability to evaluate customer needs and business value to guide pricing and renewal conversations.
• Operational Excellence: Proven ability to manage high-volume books of business without letting details slip.
• Ownership Mindset: Proactive in identifying risks and communicating early with leadership.
• Technical Aptitude: Comfortable learning complex software and navigating new platforms.
• AI-Forward: Excited about using AI to reduce manual overhead and improve processes.

Benefits and Perks

• Competitive salary with a transparent, formula-based pay structure.
• Flexible time off and 12 weeks of fully paid parental leave.
• Home office stipend and a $300/month co-working stipend.
• $1,800 annual professional development stipend.
• Top-tier health insurance for U.S. and Canadian teammates.

Hiring Process

1. Recruiter Chat
2. Value Add Interview (Director of Account Management)
3. Paid Take-home Project
4. Final Team Chat
5. Reference Checks