Sr. Account Manager

Job description

WHO WE ARE Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. 3+ billion conversations later, more than 10,000 companies use Help Scout to grow relationships with customers of all types, from clients to patients and beyond. Now we’re in a new chapter: not only building AI that gives teams more space to focus on the customer experience, but also reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it. We’ve been a fully remote team https://articles.helpscout.com/blog/remote-culture/ since day one, with 120+ teammates now all over the world. It’s a culture where you’ll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career. If that kind of challenge gives you energy, we’d love to meet you. THE OPPORTUNITY As a Senior Account Manager at Help Scout, you'll take true end-to-end ownership of a portfolio of 130–150 accounts. building trusted relationships with the key stakeholders who rely on Help Scout every day. You’ll bring strong commercial judgment to every stage of the customer lifecycle, balancing customer needs, long-term value, and Help Scout’s business goals as you lead renewals and identify opportunities for revenue growth. You'll help them reach their support goals, keep their experience smooth and impactful, and make sure nothing falls through the cracks. Whether it's an optimization review, a strategic check-in, or a well-timed follow-up, you'll be the kind of partner they can count on — and the kind of teammate who sees around corners before problems arise. You'll also be their internal advocate, bringing what you learn in customer conversations to help us build a better product, strengthen onboarding, and shape how we grow as a team. If you're energized by full ownership, love finding efficiencies (including through AI-powered tools), and take pride in the kind of disciplined follow-through that builds long-term trust, you'll thrive here. - 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.. ABOUT YOU - 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. ABOUT THE PROCESS 1. Recruiter Chat - You'll meet with https://www.linkedin.com/in/mary-grissom/Erika on the Recruiting team to chat through compensation, benefits, timeline, and company culture. 2. Value add - You'll meet with Sewar https://www.linkedin.com/in/sewar-nasser-18a37a98/, Director of Account Management, to talk more about the role and your experience in more detail. 3. Project - We’ll give you a take-home project (we’ll pay for your time), then you’ll share it back to the team. 4. Final Chat - You’ll chat with another 1-2 people on the team, who will vary depending on what else we’d like to learn about you. 5. References - We’ll ask you for three references. Ideally, we’d like two of them to be managers, but we can be flexible. COMPENSATION Each role at Help Scout has a pay range aligned to our salary formula https://articles.helpscout.com/blog/employee-compensation/ and based on national market data. We take a competency-based approach and pay is based on the level and band of your role. We assess leveling during the hiring process for new teammates, during our bi-annual performance review cycles, and when a teammate’s role changes. Base salary: $109K OTE: $156K COMPANY VALUES HAPPY TO HELP Help is in our first name! We show up for each other — not out of obligation, but because we’re invested in the team’s collective success. We share knowledge freely, lead with generosity, and practice empathy with our teammates, customers, and community. CRAFT OVER CONVENTION Our success relies on the quality and craft https://paulstamatiou.com/craft of the work we put into the world. The status quo simply won’t work. So we insist on narrow focus, sweating every detail, and relentless pursuit of customer delight. PROGRESS NOT PERFECTION Achieving our true potential — collectively and individually — requires constant progress and forward momentum. By creating a culture of curiosity and openness, we aim to create a safe space for mistakes, the ability to identify them quickly, and use them to get better. OWN THE OUTCOME Own the outcome means taking full responsibility for the results of your work, decisions, and contributions. It reflects a mindset of accountability, proactiveness, and follow-through. If you “own the outcome,” you don’t just complete tasks, you ensure your work leads to meaningful results, and take initiative to solve problems rather than passing them along. Read more about how we define, share, and live these values here https://articles.helpscout.com/blog/aligning-culture-with-values/. BENEFITS AND 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 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. HIRING GUIDELINES: All roles at Help Scout are fully remote. Some positions have specific location requirements. For roles outside the U.S. and Canada, we work with teammates as independent contractors under country-specific agreements. We do not sponsor visas. Teammates must already be authorized to work from their home country. We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion https://www.helpscout.com/dei/. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success, and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do. To provide you with the best experience, we can support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them. A NOTE ON THE USE OF AI IN OUR INTERVIEW PROCESS While we understand that AI is an important tool in a modern skillset, we ask that you do not utilize AI assistants live on our interviews. Of course, use any tools you need to prepare! But we'd like for you to have a real human-to-human conversation with our team. On our end, we utilize a platform called Brighthire as a notetaker and review tool to ensure a fair and transparent hiring process. Beware of scammers! All legitimate communication from Help Scout regarding your application will come directly from an @helpscout.com http://helpscout.com email address and through our applicant tracking system, Ashby. We will never ask for personal financial information or conduct interviews outside of these official channels.