Customer Success Operations Manager

Hello, we’re ScreenCloud!

Founded in 2015 and with 10,000+ customers around the globe, ScreenCloud is a cloud-based SaaS company, employing over 100 people in our Bangkok, Belfast, LA, Charlotte and London hubs.

At ScreenCloud, we’re hard at work helping businesses to make stronger connections at scale, and with those who are most important to them; their employees & their customers. By using the screens on their walls & the content in their systems, we enable the sales, productivity & engagement that keep our customers’ businesses thriving.

We believe AI is reshaping how we work. The playbook is still being written, and we find that exciting. We're building a company where AI empowers every team member to have outsized impact and we're looking for people who share that vision.

We’re very proud of our product and we’re also incredibly proud of our people. It’s our ‘ScreenClouders’ and the culture they nurture that will take us where other companies just can’t go. So if you’re someone looking to join a team of talented individuals, apply below!

The Role:

Customer Success at ScreenCloud is central to retention, expansion, forecasting and customer value realisation. This role is the operational engine behind that, turning what CSMs see day to day into reliable reporting, forecasting inputs and health signals the team can act on.

Reporting to the Director of Revenue Operations, you'll handle the day-to-day execution of automation, funnel, forecasting and reporting for Customer Success, the CS equivalent of what Sales & Marketing Ops does pre-sale. You'll build and maintain how the installed base is measured and run the analysis CS leadership uses to make decisions, working hands-on with the data yourself rather than relying on a separate data team.

NRR is the headline metric you'll help the team track and understand.

Responsibilities:

• Build and maintain retention and expansion reporting: GRR and NRR by cohort, segment, CSM, sector and ICP, with NRR the priority metric.

• Manage the renewal forecast inputs: a weighted, segmented monthly view of which accounts will renew, expand, downsell or churn, feeding into the Director's company forecast.

• Maintain the customer health scoring model: combining product usage, sentiment, support and relationship signals as the basis CS uses to run the book.

• Support the expansion motion: build white-space identification (high usage, low seat count or narrow adoption) into a repeatable process.

• Run post-sale automation: health scoring, churn prediction, renewal workflow and voice-of-customer summarisation, working with the Systems & Tech Lead to build what's needed.

• Maintain customer segmentation and time-to-value tracking, so the right customers get the right level of service.

• Own the voice-of-customer and advocacy infrastructure — the tooling, workflow, and data that make a consistent CS-to-Product feedback loop scalable, and a data-driven way to surface candidate advocates for case studies and referrals.

• Act as the day-to-day link between CS and Engineering/Product for usage data requests, pulling and interpreting data yourself where possible.

• Proactively research the market, keep abreast of all things AI in the CS world, proactively bringing ideas/new tools/AI transformation to us.

Requirements:

• 4 years experience, including some time inside a Customer Success function (CSM, CS Associate, onboarding, or similar), so you understand how CS operates day to day.

• Hands-on with data: comfortable writing SQL queries and working directly in warehouse data, plus building reports and dashboards in Tableau or Power BI, without needing a data team to do it for you.

• Hands-on experience analysing churn and expansion patterns, and the ability to present these findings to senior stakeholders

• Quick learner: happy to pick up Salesforce, a CS platform (Vitally or Hook ideally), and the rest of the stack quickly.

• Customer empathy: you understand what CSMs need and what customers experience, because you've been close to it.

• Self-starter: you spot what needs doing without being told, and know when to ask.

• Coachable: you want to develop and take feedback well.

• Curious about AI in CS: health scoring, churn prediction, voice-of-customer summarisation.

• Comfortable being the go-to for CS Ops, with the Director supervising and the rest of the CS function as your peers.

Bonus Skills

• Hands-on experience with Vitally, Kluster, ChurnZero, or Hook

• Exposure to building or contributing to a customer health score model

• Familiar with usage/product analytics tools (PostHog, Mixpanel, Amplitude)

Interview Process and Experience

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At ScreenCloud, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles! If you require any reasonable adjustments, please let our friendly recruitment team know.

Key Info

• Typical Process: Intro to ScreenCloud - Meet the Hiring Manager - Challenge - Final

• Hybrid Friendly Working: 2-3 days in Office

• Flexi-Hours: We don’t follow the strict 9-5 here, we trust you to execute your role to the highest standard whilst being able to make time for the things you love!

Benefits

• Take the Time You Need – Unlimited paid time off to rest, recharge, or explore.

• AI As Standard - You'll have access to the AI tools you need to work the way we're describing. We don't ask you to work with AI and then make you fight for a license.

• Hybrid-First Flexibility – A blend of in-office collaboration and remote freedom

• Work From Anywhere – Up to one month a year to work remotely from any location in the world

• Home Office Boost – Stipend to set up your ideal remote workspace.

• Flexible Hours – Work when you're most productive with our flex-time approach

• Future You, Funded – Pensions provided by The People's Pension

• Family First – Generous, enhanced parental leave for all parents

• Grow With Us – Personal development budget to fuel your learning and career growth

• Comprehensive Health Cash Plan – Claim money back on essential health care, for both you and your children

• Keep Moving -  cycle to work schemes, gym and retail discounts