Senior Customer Success Manager (Async SaaS)
Drive retention and expansion across Help Scout's mid-market customers by orchestrating async onboarding and strategic success plans.
Fast Facts
Location: Remote - Americas time zones
Compensation: $110k-$130k base - performance bonus
Application: Apply through Help Scout careers
Apply on Help ScoutWhat You Will Own
- Guide customers through onboarding, migration, and integration milestones.
- Build success plans that align product adoption with business outcomes.
- Collaborate with product and support to escalate feedback from distributed teams.
What Success Looks Like
- Accounts adopt new features quickly with documented async walkthroughs.
- Renewals close early and net revenue retention stays above target.
- Advocates step forward to record case studies and share testimonials.
Ideal Experience
- 5+ years in B2B SaaS customer success or account management.
- Fluency with success tooling such as Vitally, ChurnZero, or Gainsight.
- Ability to facilitate executive business reviews asynchronously.
Toolkit
- Help Scout inbox, Loom, and Notion for playbooks.
- HubSpot or Salesforce for health scoring.
- Mode or Metabase for product analytics.