Senior Customer Success Manager

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

At Screen Cloud, 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 ‘Screen Clouders’ and the culture they nurture that will take us where other companies just can’t go.

We are looking for a confident, organized, 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 Screen Cloud 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 Screen Cloud, we’re building an AI-first Customer Success organization. In this role, you’ll use AI to work more efficiently, uncover deeper insights, and support activities like account research, Q  preparation, and opportunity identification—freeing you up to focus on strategy, relationships, and customer outcomes. We don’t expect perfection, but we do expect curiosity, experimentation, and a willingness to evolve how you work.

You’ll also help customers explore how AI can enhance their use of Screen Cloud, driving greater adoption and value.

• Own the retention, renewal, and churn/contraction targets for a high-value Enterprise-tier book of business, with clear accountability to NRR and customer outcomes
• Act as a strategic advisor to assigned customers, driving product adoption, value realization, and long-term partnership
• Build and execute Mutual Success Plans with customers, using AI to synthesize 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 organizations, 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
• Set the standard for the team on how Enterprise CS is evolving, especially in how AI changes the shape of the work itself
• Contribute to internal initiatives that improve CS processes, tools, and team collaboration

• 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…