Customer Success Manager (Hybrid or Fully Remote)

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; 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'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 are looking for a confident, organised, and tech-savvy Enterprise Customer Success Manager to join our team and lead strategic relationships across our highest-value, Enterprise-tier accounts. You'll play a critical role in ensuring our customers achieve long-term success with ScreenCloud by driving value, increasing adoption, and leading renewal strategies.

This is a highly cross-functional and commercially-minded role that blends strategic account management with a strong focus on customer outcomes. You'll serve as a trusted advisor to your customers while partnering internally to improve product, process, and the overall customer experience.

At ScreenCloud, we're building an AI-first Customer Success organisation. In this role, you'll use AI to work more efficiently, uncover deeper insights, and support activities like account research, QBR preparation, and opportunity identification—freeing you up to focus on strategy, relationships, and customer outcomes. You'll also help customers explore how AI can enhance their use of ScreenCloud, driving greater adoption and value.

Act as a strategic advisor to assigned customers, driving product adoption, value realisation, and long-term partnership

Build and execute Mutual Success Plans with customers, using AI to synthesise signals from product usage, support history, and customer conversations, and pressure-testing your hypotheses before they ever reach the customer

Establish and maintain strong multi-threaded relationships across customer organisations, from day-to-day users to executive stakeholders, to drive alignment, reduce risk, and unlock growth opportunities

Proactively identify and mitigate risks while surfacing expansion opportunities aligned to customer goals and demonstrated value

Lead renewal conversations end-to-end, positioning value and ROI, and partnering with Commercial counterparts as needed

Develop and maintain strategic account plans that identify whitespace, growth opportunities, stakeholder mapping, and clear paths to expansion, aligned with customer priorities

Collaborate cross-functionally with Sales, Product, Marketing, Solutions Engineering, Professional Services and Support to champion customer needs and drive successful outcomes

Represent the customer voice in internal discussions, helping shape roadmap priorities and service improvements

Travel as needed to support onboarding milestones, onsite strategy sessions, and executive business reviews

Proven experience as an Enterprise Customer Success Manager, Account Manager, or in another strategic customer-facing role, preferably within a SaaS environment

Excellent listening, negotiation, and presentation skills, with the ability to influence at all levels — including executive and C-level stakeholders

Strong analytical judgement, comfortable directing AI to do the heavy lifting on data, and rigorous in how you evaluate the outputs before taking action

Strong commercial acumen and a proven ability to drive retention and expansion outcomes

CRM, customer success platform, product analytics, and the AI tooling you use to tie them together

A collaborative mindset with experience working cross-functionally with Sales, Product, Support, and Marketing

Self-starter with a proactive, solutions-oriented approach and a passion for customer success and continuous improvement

Demonstrated ability to leverage AI to improve performance, drive efficiency, and generate insights, with clear examples of AI workflows applied in a customer-facing role and their measurable impact on customer or commercial outcomes

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. If you require any reasonable adjustments, please let our friendly recruitment team know.

Intro to ScreenCloud - Meet the Hiring Manager - Challenge - Final

Hybrid Friendly Working: 2-3 days in Office

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

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