Customer Success Lead.
The right person might be earlier in their career and eager to grow, or might bring years of B2B SaaS experience. What matters most is that you're sharp, motivated, and genuinely excited about this kind of work.
Remote (US or Canada) · $60,000–$100,000 · Monday–Thursday 8–5 ET · Half-day Fridays
About UserScape
UserScape is a small, profitable software company that's been building HelpSpot — our B2B help desk platform — since 2005. We take pride in building great software and treating customers like people, not ticket numbers.
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Customers span banks, schools, universities, IT departments, and product companies
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Profitable and stable — no VC, no layoffs, no drama
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Building HelpSpot since 2005 — over 20 years in business
This isn't a typical support job
At a company our size, you won't be reading scripts or routing tickets. You'll be the face of HelpSpot for our customers — helping them get set up, solving problems, running demos, creating documentation, leading webinars, and making sure every customer gets real value from the product.
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Work directly with the development team to triage technical issues
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Your feedback will directly shape the product
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High-impact role where your work is visible and your voice matters
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Reports directly to the CTO
What you'll do
Support customers
Serve as the first point of contact for customer questions and support requests. Resolve routine issues and guide customers through setup and usage.
Triage technical issues
Gather the right details, reproduce issues when possible, and escalate well-scoped problems to the development team with clear steps, logs, and context.
Onboard new customers
Lead onboarding sessions including setup guidance, best practices, and product orientation.
Run training webinars and create screencasts
Covering setup guidance, best practices, and product orientation.
Create documentation
Write and improve help docs, canned replies, and onboarding materials. Record screencast-style video tutorials.
Follow up and follow through
Check in with customers to make sure issues are truly resolved and they're getting the most out of the product.
Share customer insights
Identify recurring questions and pain points, and feed that back to the team to improve the product and processes.
Cover sales when needed
Answer questions, run demos, and handle general customer communication as needed.
Assist with testing and QA
Help with testing, auditing, and other functions as needed.
Who you are
Sharp and quick to learn
You pick up new concepts fast and can execute without hand-holding.
Technically minded
You don't need to be a programmer, but you're comfortable navigating technical products and conversations. Some programming experience is a plus.
AI-forward
You've embraced AI tools for productivity. We're an AI-forward company and expect everyone to leverage these tools.
A natural communicator
You genuinely enjoy talking to customers. You're comfortable on camera and can explain complex things simply.
Business savvy
You think in terms of solutions, not just answers. You understand the customer's goals, not just their questions.
Self-directed
You thrive working independently in a remote environment. You don't need someone checking in on you to stay productive.
A strong writer
Clear, concise writing is essential. You'll be creating documentation, customer communications, and support resources.
Organized
You can juggle multiple customers, follow-ups, and projects without things falling through the cracks.
Professional and composed
You communicate clearly and respectfully. You know how to deliver bad news and push back diplomatically when needed.
Benefits
$60,000–$100,000 salary
Based on experience. Competitive pay for meaningful work at a stable, profitable company.
Half-day Fridays
All year long. Not a summer perk. Every Friday.
Comprehensive medical, dental, and vision coverage
100% paid for the employee. Family plans available.
15 days PTO
To start, with more earned over time. Plus holidays.
Fully remote
Work from anywhere in the US or Canada. No office required.
Equipment provided
New laptop, monitor, headset, and other gear to set up your home office.
Schedule note: Our standard hours are Monday–Thursday 8am–5pm ET with half-day Fridays. Occasionally, some pre-scheduled out-of-hours work may be required to assist customers or support big product launches.
Interested? We'd love to hear from you.
Send us an email at hello@userscape.com. Tell us a bit about yourself, why this role caught your eye, and what you'd bring to the team.
