Sr. Account Manager

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 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 engagemen