Enterprise Customer Success Manager in 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. 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 ‘ScreenClouders’ and the culture they nurture that will take us where other companies just can’t go. So if you’re someone looking to join a team of talented individuals, apply below!

The Role

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. 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 ScreenCloud, driving greater adoption and value.

Responsibilities

• 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 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.
• Set the standard 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 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.
• Fluent across the modern CS stack: CRM, customer success platform, product analytics, and the AI tooling you use to tie them together.
• 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.
• 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.

Benefits

• Take the Time You Need – Unlimited paid time off to rest, recharge, or explore.
• AI As Standard - You'll have access to the AI tools you need to work the way we're describing. We don't ask you to work with AI and then make you fight for a license.
• 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.