Customer Enablement Lead

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 12,000 companies use our platform to provide outstanding customer support. We’ve been fully remote from the beginning, and have a team of 140+ 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! 

Company values

Happy to Help

Help is our first name. We show up for others, not because we have to, but because we want to. We share knowledge and give freely by default, and operate with generosity and empathy for each other, our customers, and our community. After all, there is no I in team (or software).

Craft over Convention

Although it’s tempting to follow a well-worn path, we push ourselves to run beyond it — even when that sets us apart from our peers. We’re building a culture where it’s safe to be ambitious and hold each other to high standards. That’s why we obsess over the last 10%, because it shows up for our customers and the business in powerful ways.

Progress not Perfection

The work of building a product, culture, and brand is never done – we ship our best effort, listen, iterate, then repeat. Seeking progress requires the vulnerability to be curious, humble, and hungry to learn. Great ideas can come from anywhere, so we share our work openly, welcome the perspective of others, and continuously search for what can be improved.

Own the Outcome 

Ownership is key to our collective success. We consider the impact on our team and our community before we act, and believe that trust and integrity are non-negotiable. To create a better future, our decisions are made with stakeholders today and ten years from now in mind.

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

Your Impact

Your focus is helping customers successfully adopt critical features that correlate directly with long-term retention. We measure the success of these efforts with our in-house customer health score. When you move the needle on this number, you'll fundamentally impact the company's long-term success.

The Team

You’ll be reporting to our VP of Customers, Abigail Phillips. You'll work closely with our Customer Education Lead, Alison Groves and Docs Lead, Melanie Shears to create cohesive learning pathways for customers. Cross-team, you’ll interact regularly with our Director of Sales, Dillon McDermott and Director of Account Management, Sewar Nasser. You’ll also work alongside support team members, account managers, sales, and product team members.

Timezone Note

We are a globally distributed team, but this role must be located in Eastern, Central, Mountain, or Pacific time zones.

We are only able to hire in the United States for this role.

About the Role

You'll be instrumental in establishing, shaping, and growing our Customer Enablement function. At Help Scout, customer enablement focuses on strategically scaling our impact across our diverse SMB customer base through a balanced approach of targeted human interaction and scalable self-service resources. This differs from traditional customer success by emphasizing the creation of scalable enablement systems rather than relationship management.

Specifically, this looks like:

• Strategic customer selection: Identifying and prioritizing high-value customers and critical use cases where direct, 1-on-1 guidance will have the most meaningful impact on customer outcomes

• Insight-driven scaling: Translating patterns, trends, and learnings from direct customer interactions into comprehensive educational content, documentation, and self-service tools that empower the broader customer base

• Efficient resource allocation: Balancing personalized support for key segments with scalable enablement resources that serve customers across different growth stages and engagement levels

At first, you’ll be a one-person show, creating the playbook for Customer Enablement, figuring out what works, and learning the product inside and out. When there’s a clear business case to grow the team, we trust you to do that. There’s a clear path to a Director-level role as you make progress. If you’ve already had a lot of success as a Director already, we’re open to considering that option from day one.

Here’s what a week at Help Scout might cover:

• You may conduct a couple of onboarding sessions with new customers, do some personalized customer outreach, or join a Sales call to explain our onboarding programs and answer product questions.

• You’ll experiment with new ways to engage with the customers and improve the customer health metric. Although our churn is very low relative to the benchmarks, we see a ton of opportunities in the data to do better, and we’re eager to hear your ideas.

• Since you’ve spent time listening and learning from customers, you’ll spend time synthesizing your learnings, communicating them with the broader organization, and ensuring we’re working on the most valuable things for customers.

Your primary responsibilities will be leading our Onboarding program and identifying opportunities where working 1:1 with customers can improve their customer health score.

You'll be instrumental in establishing, shaping, and growing our Customer Enablement function— by defining success metrics, applying measurement frameworks, and directly working with customers to improve their experience.

About You 

Customer Advocate: You always have the customer’s back. You take the time to understand their unique pain points and use case, and you use all tools available to help solve their problem. You bring a solid technical understanding of SaaS products and can translate features into value for both customers and sales prospects. You are comfortable driving larger impact by advocating cross-team for product changes and resources to help support customers.

Curious & Adaptable: You're comfortable with ambiguity and excited by the opportunity to shape and define processes where they don't yet exist. You’re collaborative with teammates and energized by building new programs in fast-evolving environments.

Strategic thinker and driver: You’re able to understand the bigger picture even while operating in a short-term space. You take a strategic, experimental approach—balancing short-term needs with a long-term vision. You have strong project management skills with the ability to prioritize initiatives based on potential customer impact on health scores.

Exceptional Communicator: You’re confident leading onboarding sessions—from kickoff to training and optimization—and know how to tailor experiences for different customer needs.

Results-oriented: You’re data-driven and analytical, using metrics to guide program development and measure effectiveness. You have experience creating impactful training programs that drive user adoption and retention, or you’ve seen it done and have your ideas that you’re eager to try.

About the process

1. Hiring Manager chat - you’ll meet with Abigail, VP of Customers, to talk more about the role.

2. Value Add - you’ll meet with two members of our business and revenue operations team.

3. Recruiter Chat - you’ll meet with Mary from the recruiting team to go over logistics like compensation, benefits, timeline, and company culture.

4. Project - we’ll give you a take-home project that’s expected to take 3-4 hours (we’ll pay for your time), then you’ll present it back to the team.

5. Final chat - you’ll chat with an additional 2 people at the company, who will vary depending on what else we’d like to learn about you.

6. References - we’ll ask you for three references. Ideally, we’d like two of them to be managers, but we can be flexible. 
   

Compensation

Each role at Help Scout has a pay range aligned to our salary formula and based on national market data. We take a competency-based approach and pay is based on the level and band of your role. We assess leveling during the hiring process for new teammates, during our bi-annual performance review cycles, and when a teammate’s role changes.

Our remote compensation philosophy is not based on the employee’s geographic location. You are paid the same no matter where you live.

The salary range for this role is $123,000- $144,000.

Perks & Benefits

Help Scout offers a variety of perks and benefits to support you and your family. Our offerings include healthcare coverage, wellness resources, and so much more. Visit our careers page to learn more.

Hiring Guidelines: 

All of our roles are remote, however, some roles may carry specific location-based eligibility requirements. Additionally, because Help Scout is a fully remote company and we hire from many countries, we do not sponsor visas. Help Scout teammates need to be authorized to work from their home location. 

For our Sales roles, we are only able to hire in the United States.

For other roles, we are only able to hire in the following countries: United States, Canada, Australia, Finland, Ireland, Netherlands, Poland, United Kingdom, Denmark, Italy, Spain and Norway.

We’re working on expanding this list. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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 in 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.

About Help Scout

We're on a mission to help businesses delight more customers. We love crafting beautiful products and resources to solve that challenge, but we're also trying to do something bigger. We're trying to build 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, have pledged 1% of our equity back to the community, and have been remote since day one, now with 140+ people in 115 cities worldwide.

To learn more about who we are, visit the About page.