Enterprise Customer Success Manager

ScreenCloud, a cloud‑based SaaS company founded in 2015 with over 10,000 customers worldwide and 100 employees across Bangkok, Belfast, LA, Charlotte, and London, is seeking an Enterprise Customer Success Manager. The role is responsible for building and maintaining strategic relationships with our highest‑value Enterprise accounts, driving adoption, ensuring long‑term value, and leading renewal and expansion initiatives.

Responsibilities

• Own retention, renewal, and churn/contraction targets for a high‑value Enterprise 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, shaping 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 a strategic customer‑facing role, preferably within a SaaS environment.
• Excellent listening, negotiation, and presentation skills with ability to influence at all levels, including executive and C‑level stakeholders.
• Strong verbal and written communication skills, 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 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

We are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn’t align perfectly with every qualification, we encourage you to apply anyway. We will also accommodate reasonable adjustments upon request.

Key Information

• Typical Process: Intro to ScreenCloud – Meet the Hiring Manager – Challenge – Final.
• Hybrid Friendly Working: 2‑3 days in office.
• Flexible Hours: Trusting you to execute the role to the highest standard while enabling work‑life balance.
• Unlimited PTO: Rest, recharge, or explore.
• Hybrid‑First Flexibility: Blend of in‑office collaboration and remote freedom.
• Work From Anywhere: Up to one month a year remotely from any location.
• Home Office Stipend: To set up your ideal workspace.
• Flexible Hours: Work when most productive with flex‑time approach.
• People’s Pension: Employers provide pension contributions.
• Family First: Generous, enhanced parental leave for all parents.
• Growth Budget: Personal development fund.
• Health Cash Plan: Claim money back on essential healthcare for you and your children.
• Wellness: Cycle‑to‑work schemes, gym and retail discounts.