Enterprise Customer Success Manager

About 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 strategies.

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 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

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 how you evaluate the outputs before taking action
• Strong commercial acumen and a proven ability to drive retention and expansion outcomes
• Fully fluent across the modern CS stack: CRM, customer success platform, product analytics, and the AI tooling you use to tie them together
• Hightly 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.

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 – 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 your learning and career growth
• Comprehensive Health Coverage – Private medical insurance including dental and vision care
• P业心 – Disability, life, and income protection for life's unexpected moments.