Senior Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a substantial portfolio of 130–150 accounts throughout the entire lifecycle, from the onboarding process to renewal and expansion.

• Anticipate and monitor revenue targets, recognizing account risks and opportunities while communicating insights with finance and leadership.

• Oversee the complete commercial process for renewals and expansions, including discovery, proposals, pricing negotiations, procurement coordination, and closing deals.

• Utilize customer objectives, product usage patterns, account history, and business value to inform recommendations.

• Promote adoption and engagement through regular calls, optimization reviews, and quarterly business reviews (QBRs).

• Collaborate with Product and cross-functional teams to incorporate customer feedback into meetings, roadmap discussions, and organizational decisions.

• Facilitate cross-functional collaboration, customer communications, next steps, and outcomes.

• Develop and continuously enhance workflows, including leveraging AI tools.

• Connect customers with internal teams through proactive communication, coordination, and follow-through.

• Serve as an internal advocate for customers to enhance the product, improve onboarding processes, and influence team development.

⛳️ Requirements

• Minimum of 5 years of quota-carrying experience in the SaaS industry.

• Proven track record of successfully driving renewals, expansions, and upsells with strategic accounts.

• Strong commercial acumen in assessing customer needs, product usage, business value, and account dynamics.

• Capability to manage a portfolio of 130–150 accounts in a high-volume setting.

• Proficiency in managing the entire renewal and expansion process, including discovery, recommendations, negotiations, internal approvals, and closing.

• Proactive in identifying risks and opportunities with clear planning and communication strategies.

• Strong ability to partner cross-functionally with Product, Marketing, and other teams.

• Skill in building and maintaining revenue projections while communicating risks and opportunities to leadership.

• Interest in utilizing AI to create smarter processes and minimize manual tasks.

• Consultative, value-driven approach to customer interactions.

• Technical proficiency and the ability to quickly learn and navigate complex software systems.

• Must already have authorization to work from your home country; Help Scout does not provide visa sponsorship.

• Experience as an Account Manager for a B2B SaaS product or suite of products.

🏝️ Benefits

• Competitive salary with a transparent internal salary formula based on market data.

• Flexible time off – you decide on the holidays and vacations that suit you best.

• Comprehensive 12 weeks of fully paid parental leave for all new parents, including those adopting or fostering.

• Home office stipend provided.

• Co-working stipend of up to $300 per month for those who prefer working outside of their home.

• Annual professional development stipend of $1,800.

• Premium health insurance coverage for you and your dependents if you reside in the U.S. or Canada.

• Fully remote work flexibility.