Senior Customer Success Manager

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. 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 organization. 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.

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
• 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
• 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
• A 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