Teams at Help Scout

Own the Growth product vision, roadmap, and execution across signup, onboarding, activation, trial-to-paid conversion, and in-product expansion. Build high-tempo experimentation, growth models, metrics, playbooks, and frameworks. Partner with design, engineering, product, marketing, sales, and CS to drive discovery, adoption, pricing input, and scalable growth capability. Spend time with customers and data to turn insights into high-impact initiatives.

Own a portfolio of 130–150 SaaS accounts from onboarding handoff through renewals and expansion. Lead discovery, proposals, pricing and contract negotiations, procurement coordination, and closing. Drive adoption through optimization reviews and QBRs, forecast revenue, identify risks and opportunities, and partner cross-functionally to represent customer needs. Continuously improve workflows using AI tools while ensuring strong communication, follow-through, and customer outcomes.

Build and evolve a large-scale search and reporting platform: design and implement streaming data pipelines, improve search relevancy and indexing, scale systems 10x, control costs, ensure production readiness (testing, monitoring, reliability), support escalations, and collaborate on architecture, code reviews, and hiring.