Customer Success Manager (Mid-Market)

ScreenCloud; Charlotte (NC); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Unlimited PTO

Hybrid working

Home office stipend

Personal development budget

401(k)

Job summary

ScreenCloud in Charlotte, NC is seeking a Mid-Market Customer Success Manager to own a portfolio of 300+ accounts. You’ll protect ARR, drive expansions, and balance renewal targets with growth opportunities using data and AI-enabled insights.

In this role, you’ll lead automated workflows at scale, engage customers where it matters, and collaborate with Sales, Product and Support to ensure accurate forecasts and strong renewal outcomes.

Qualifications

• Experience in Customer Success or a similar SaaS role covering retention, renewals and expansion.
• Strong commercial instincts with discovery and negotiation skills.
• Comfort using data such as health, usage and engagement signals to decide focus.
• Hands-on experience with CRM, CS tooling, automation and AI tools.
• Organized, proactive, and a clear communicator who thrives at pace.

Responsibilities

• Own retention, renewals and expansion across 300+ accounts with a quarterly expansion quota.
• Use data, AI and product signals to spot risk and growth opportunities early.
• Run a digital-first model with targeted human engagement where it matters.
• Qualify and close expansion through strong discovery and commercial conversations.
• Collaborate with Sales, Product and Support to keep forecasts accurate.

Skills

Customer Success

Account Management

SaaS

Data-driven

Negotiation

Tools

CRM

Automation tools

AI tools

Job description

Mid-Market Customer Success Manager | ScreenCloud

Hybrid (2–3 days in office) · Charlotte, NC

About ScreenCloud

ScreenCloud helps 10,000+ businesses worldwide connect with their employees and customers through the screens on their walls. We’re a team of 100+ across Bangkok, Belfast, LA, Charlotte and London, and we’re building a company where AI helps every person have outsized impact. The playbook for that is still being written, and we think that’s the exciting part.

The Role

This isn’t traditional high-touch Customer Success. You’ll own a portfolio of 300+ Mid-Market customers. You’ll be accountable for protecting ARR and driving expansion, with a quarterly expansion quota alongside your retention and renewal targets.

At this scale, judgment is the job. You’ll use customer data, health and intent signals, AI, and Hook (our CS platform) to decide where human engagement matters most. Then you’ll act fast, whether that’s a renewal at risk or an account ready to grow.

What You’ll Do

• Own retention, renewals, churn and expansion across 300+ accounts, including a quarterly expansion quota
• Use data, AI and product signals to spot risk and growth opportunities before they surface
• Run a digital-first, human-when-it-matters model: automation at scale, 1:1 engagement where it counts
• Find, qualify and close expansion through strong discovery and commercial conversations
• Keep forecasts accurate and work with Sales, Product and Support to drive outcomes

What You’ll Bring

• Experience in Customer Success, Account Management or a similar SaaS role, covering retention, renewals and expansion
• Strong commercial instincts and confidence in discovery and negotiation
• Comfort with data: you use health, usage and engagement signals to decide where to focus
• Hands-on experience with CRM, CS, automation and AI tools, and the curiosity to keep finding better ways to work
• You’re organized, proactive and a clear communicator who does well at pace

Why ScreenCloud

• AI as standard: you get the tools you need without having to fight for a license
• Unlimited PTO and flexible hours
• Hybrid working, plus up to one month a year working from anywhere
• Home office stipend and a personal development budget
• 401(k), enhanced parental leave, and full medical, dental and vision cover

Don’t tick every box? Research shows women and people of color are less likely to apply unless they meet every requirement. If this role excites you, apply anyway. If you need any reasonable adjustments during the process, just let our recruitment team know.