Taking applicationsVoice Support·Posted 6d ago
Sr. Customer Success Manager
Help Scout
USA
Pay
$67–$77/hr
Job type
Full-time · Remote
Hours
Flexible
Location
USA
Open to people in the United States
EnglishSenior level
About the role
A senior customer success role owning 80–100 SaaS accounts and about $4M in recurring revenue, focused on adoption, retention, and renewals. It is a fully remote US-based position without an expansion quota, partnering with an expansion team on growth opportunities.
What you'll do
- Own 80–100 accounts end-to-end, including onboarding handoff, adoption, and renewal
- Build multi-threaded relationships with users, executives, and decision makers
- Catch risk early using usage and communication signals, then escalate and coordinate internally
- Lead executive business reviews and regular check-ins to drive adoption
- Own renewals and retention, measured on net dollar retention
- Surface expansion opportunities and hand them to the expansion team
- Bring customer feedback to Product and cross-functional teams
- Design workflows using AI tools and share learnings with the team
What you'll need
- 5+ years of Customer Success experience in SaaS
- Experience in SMB, mid-market, strategic, or enterprise segments
- Has managed 50+ accounts with a consistent cadence
- Track record with renewal rates, retention, or NDR
- Comfortable with difficult renewal or recovery conversations
- Strong cross-functional partner with Product, Support, and Sales
- Comfortable shaping processes in a changing environment
- Technical aptitude for learning complex software
Skills
Customer SuccessSaaS account managementRetention and renewalsExecutive relationship managementRisk managementCross-functional collaborationAI productivity toolsTechnical aptitude
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