Enterprise Customer Success Manager

Founded in 2015, ScreenCloud serves 10,000+ customers worldwide with a cloud‑based SaaS platform. We are headquartered in several global hubs including Bangkok, Belfast, LA, Charlotte, and London, and operate with a dedicated team of over 100 employees. The Role We are looking for a confident, organized, and tech‑savvy Enterprise Customer Success Manager to lead strategic relationships across our highest‑value enterprise accounts. You will drive value, increase adoption, and lead renewal strategies while serving as a trusted advisor and internal partner. Responsibilities Own the retention, renewal, and churn/contraction targets for a high‑value enterprise 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 hypotheses before they 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. Requirements 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 verbal and written communication skills, capable of tailoring messaging to both technical and non‑technical audiences. Demonstrated success in managing customer lifecycles — from onboarding and adoption to renewal and expansion. Strong analytical judgment, comfortable directing AI to do the heavy lifting on data, and rigorous in evaluating the outputs before taking action. Strong commercial acumen and a proven ability to drive retention and expansion outcomes. Fluent across the modern CS stack: CRM, customer success platform, product analytics, and the AI tooling you use to tie them together. Highly organized with excellent attention to detail, able to manage multiple priorities across a dynamic book of business. 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. Interview Process and Experience At ScreenCloud, we are dedicated to building a diverse, inclusive and authentic workplace. If your experience doesn’t align perfectly with every qualification, we encourage you to apply anyway. We offer reasonable adjustments upon request. 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 a strict 9‑5, trusting you to execute your role at the highest standard while making time for what matters. Benefits Take the Time You Need – Unlimited paid time off to rest, recharge, or explore. AI As Standard – Access to the AI tools you need without licensing barriers. 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 – 401(k) plan to help you plan and save for the future. Family First – Generous, enhanced parental leave for all parents. Grow With Us – Personal development budget to fuel learning and career growth. Comprehensive Health Coverage – Private medical insurance including dental and vision care. Peace of Mind – Disability, life, and income protection for life's unexpected moments. #J-18808-Ljbffr