Enterprise Customer Success Manager in City of London

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.

The Role

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 ScreenCloud by driving value, increasing adoption, and leading renewal and expansion strategies. This is a highly cross-functional and commercially-aware 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.

Responsibilities

• Own the retention, renewal, and churn/contraction targets for a high-value Enterprise-tier book of business.
• Act as a strategic advisor to assigned customers, driving product adoption, value realisation, and long-term partnership.
• Proactively identify and mitigate risks while surfacing expansion opportunities aligned to customer goals.
• Lead renewal conversations end-to-end, partnering with Account Managers or Commercial counterparts as needed.
• Collaborate cross-functionally with Sales, Product, Marketing, Solutions Engineering, and Support to champion customer needs.
• 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.
• Mentor junior CSMs by sharing best practices, providing guidance, and helping up-level team performance.
• Contribute to internal initiatives that improve CS processes, tools, and team collaboration.
• Maintain high-quality documentation and account planning to ensure visibility and continuity across the organisation.

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.
• Comfortable analysing and working with large data sets to inform decisions and communicate customer health, value, and risk.
• Strong commercial acumen and a proven ability to drive retention and expansion outcomes.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Vitally, Gainsight, ChurnZero, etc.).
• Highly organised 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.

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.
• 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.