Teams at Help Scout

Own a portfolio of 80–100 SaaS accounts valued at approximately $4M in recurring revenue. Manage onboarding handoffs, adoption, renewals, retention, executive relationships, risk mitigation, and customer health. Lead business reviews, identify expansion opportunities for handoff, represent customer feedback internally, and collaborate cross-functionally with Product, Support, Sales, and onboarding teams. Help shape customer success processes and use AI tools to improve workflows.

Lead Help Scout’s global People function in a fully remote, scaling B2B SaaS company. Own the employee lifecycle, talent strategy, compensation, organizational design, performance management, engagement, retention, remote-work systems, and People analytics. Partner with executives and hiring managers to align People programs with business strategy, strengthen culture, and scale effectively. Introduce an AI-informed approach to People practices while establishing clear planning, prioritization, and execution rhythms.

Own Help Scout’s growth and monetization strategy across signup, onboarding, trial-to-paid conversion, customer expansion, pricing, and packaging. Lead experimentation across new business and expansion, build growth infrastructure and playbooks, partner cross-functionally, and manage a growing team of product managers. The role requires hands-on experimentation, outcome-based pricing expertise, technical fluency, AI understanding, strong writing, and prior B2B SaaS growth leadership.