Sr./Lead Channel Account Manager

Who we are

At Help Scout, we’re on a mission to help businesses delight more customers. We’ve been on this journey since 2011, and today more than 10,000 companies use our platform to provide outstanding customer support. We’ve been fully remote from the beginning, and have a team of 130+ people all over the world.

We love crafting beautiful products and growing a business together, but we're also trying to do something bigger. We're building a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That's why we've been a Certified B Corporation since 2019 and have pledged 1% of our equity back to the community.

Help Scout’s success hinges on hiring talented, high-accountability people who want to be part of creating a culture where we all feel challenged and supported to do our best work. We hope that excites you to join us! 

The Opportunity

We’re looking for a results-driven Channel Account Manager to own and scale our go-to-market execution with marketplace and channel partners. This role sits at the intersection of partnerships, revenue, and strategy.

Your impact will be clear: we have existing relationships across partner ecosystems such as AWS, TD SYNNEX, and Carahsoft. Your opportunity is to deepen engagement and turn these foundations into measurable pipeline and closed revenue. You’ll build executive-level relationships, formalize joint GTM plans, and ensure our partner ecosystem meaningfully accelerates Help Scout’s growth.

If you’re excited about navigating marketplace ecosystems, aligning priorities across organizations, and building repeatable revenue motions through partners, this role was built for you.

About the role

• You will own our channel and marketplace partnership strategy, developing and executing multi-year joint go-to-market plans that directly drive sourced pipeline, co-sell momentum, and closed revenue.
• You will build and maintain executive-level relationships with priority partners, aligning Help Scout’s revenue goals with partner initiatives and ensuring strong quarterly business outcomes.
• You will collaborate closely with Sales to lead account mapping, pipeline reviews, and opportunity execution, enabling partner sellers to confidently position and close Help Scout opportunities.
• You will develop joint marketing and marketplace initiatives — including events, campaigns, and listing optimizations — that generate measurable TCV and pipeline impact.
• You will track, analyze, and report on sourced, influenced, and co-sell revenue metrics, ensuring our alliance investments deliver clear and repeatable ROI.

About you

• You bring 5–10+ years of experience in partnerships, alliances, or strategic sales roles with direct accountability for driving revenue through channel or marketplace ecosystems.
• You have hands-on experience working within or alongside partners such as AWS (APN, Marketplace, co-sell), TD SYNNEX, Carahsoft, or similar hyperscaler and distribution models.
• You have a proven track record of turning partnership strategy into measurable pipeline and closed revenue, not just relationship management.
• You are comfortable engaging senior stakeholders, navigating matrixed organizations, and aligning cross-functional teams to execute joint GTM plans.
• You are data-driven, commercially minded, and fluent in SaaS sales cycles, cloud economics, and modern go-to-market motions, with curiosity about how AI is shaping partner ecosystems.
• You are highly proficient with AI-powered tools and incorporate them into your daily workflow to increase productivity, improve decision-making, and drive measurable outcomes.

What Success Looks Like in Your First 6 Months

• You’ve formalized joint GTM plans with priority partners that align to Help Scout’s revenue targets.
• You’ve increased sourced and co-sell pipeline and contributed to meaningful closed revenue.
• Partner seller engagement across priority accounts has deepened, with consistent account mapping and pipeline reviews in place.
• Marketplace programs are optimized and driving measurable TCV growth.
• Quarterly business reviews and executive alignment cadences are established and delivering clear outcomes.

Who you’ll work with

Andrea Kayal, our CRO

Dillon McDermott, our Director of Sales

Eli Overbey, our Director of RevOps

Partners from AWS, Carahsoft, and TD Synnex

Company values

Happy to Help

Help is in our first name! We show up for each other — not out of obligation, but because we’re invested in the team’s collective success. We share knowledge freely, lead with generosity, and practice empathy with our teammates, customers, and community.

Craft over Convention

Our success relies on the quality and craft of the work we put into the world. The status quo simply won’t work. So we insist on narrow focus, sweating every detail, and relentless pursuit of customer delight.

Progress not Perfection

Achieving our true potential — collectively and individually — requires constant progress and forward momentum. By creating a culture of curiosity and openness, we aim to create a safe space for mistakes, the ability to identify them quickly, and use them to get better.

Own the Outcome

Own the outcome means taking full responsibility for the results of your work, decisions, and contributions. It reflects a mindset of accountability, proactiveness, and follow-through. If you “own the outcome,” you don’t just complete tasks, you ensure your work leads to meaningful results, and take initiative to solve problems rather than passing them along.

Read more about how we define, share, and live these values here.

Benefits And Perks

• Competitive salary and an internal, transparent salary formula based on market data
• Flexible time off – you choose the holidays and vacations that make sense for you
• 12 weeks of fully paid parental leave for all new parents, including adoption and foster care
• A home office stipend to help you get set up and productive
• A co-working stipend up to $300 a month if you choose to work out of your house
• A yearly professional development stipend of $1,800 to help you grow in your craft
• If you’re in the U.S. or Canada, we offer top tier health insurance for you and your dependents.

Hiring Guidelines:

All roles at Help Scout are fully remote. Some positions have specific location requirements. For roles outside the U.S. and Canada, we work with teammates as independent contractors under country-specific agreements.

We do not sponsor visas. Teammates must already be authorized to work from their home country.

We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success, and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do.

To provide you with the best experience, we can support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.

A note on the use of AI in our interview process

While we understand that AI is an important tool in a modern skillset, we ask that you do not utilize AI assistants live on our interviews. Of course, use any tools you need to prepare! But we'd like for you to have a real human-to-human conversation with our team.

On our end, we utilize a platform called Brighthire as a notetaker and review tool to ensure a fair and transparent hiring process.

Beware of scammers! All legitimate communication from Help Scout regarding your application will come directly from an @helpscout.com email address and through our applicant tracking system, Ashby. We will never ask for personal financial information or conduct interviews outside of these official channels.