Teams at Help Scout

Lead Help Scout’s product design team as a player-coach, managing experienced designers while maintaining high craft standards. Own design principles, the design system, AI experience strategy, design workflows, and capacity allocation. Partner with Product, Engineering, Brand Design, and executive leadership to shape product direction, improve cross-functional delivery, and ensure cohesive customer experiences across a fully remote organization.

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.

Lead and own Help Scout's paid and performance marketing strategy to grow signups and revenue. Manage channel mix, creative, bidding, and budget allocation; evaluate new channel investments; partner with Sales/RevOps to tie paid spend to pipeline; align paid and organic acquisition; own AI-driven discovery presence; run rapid experiments; and build a 12–18 month roadmap for scaling the function.