Mid Market Customer Success Manager

ScreenCloud; Charlotte (NC); Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

Unlimited paid time off

Hybrid-friendly working

Work from anywhere

401(k) plan

Job summary

ScreenCloud is seeking a commercially-minded Mid-Market Customer Success Manager to own a portfolio of 300+ customers and drive retention and expansion at scale. You will balance digital-first engagement with strategic human touch, leveraging AI and data to prioritize accounts and surface growth opportunities.

This role emphasizes proactive risk management, renewal conversations, and expansion opportunities, in a hybrid environment with 2–3 days in the office.

Qualifications

• Experience in SaaS customer success or account management with retention/expansion focus.
• Ability to manage a large portfolio using data, signals, and technology to prioritize actions.
• Strong commercial instincts with discovery, negotiation, and expansion skills.

Responsibilities

• Own retention, renewals, churn/contraction, and expansion across 300+ mid-market customers, including a quarterly expansion quota.
• Use Hook, AI, and data signals to prioritize your portfolio and surface risk or growth opportunities.
• Proactively engage customers at key moments to mitigate churn and uncover expansion potential.
• Identify, qualify, and close expansion opportunities through effective discovery and conversations.
• Balance digital-first engagement with targeted 1:1 interaction where it adds value.
• Maintain accurate renewal and expansion forecasts and collaborate with cross-functional teams.

Skills

Customer Success

Account Management

SaaS

Tools

Hook

Job description

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.

The Role:

We are looking for a commercially-minded, proactive, and tech-savvy Mid-Market Customer Success Manager to own a portfolio of 300+ customers and drive both retention and expansion at scale. You’ll be accountable for protecting existing ARR while identifying and closing new growth opportunities, with a quarterly expansion quota alongside retention and renewal targets.

This is not a traditional high-touch Customer Success role. With a large portfolio, success will depend on your ability to prioritise where human engagement will have the greatest impact. You’ll use customer data, health and intent signals, automation, AI, and tools like Hook to proactively identify churn and contraction risk, surface expansion opportunities, and determine which customers need your attention and when.

You’ll combine digital-first customer engagement with targeted human intervention. Some customers may require proactive renewal or risk conversations, while others may surface strong expansion signals that warrant deeper discovery and commercial engagement. Your job is to recognise those moments, act quickly, and move customers toward the right outcome.

At ScreenCloud, we’re building an AI-first Customer Success organisation. You’ll be expected to embrace new tools and ways of working that allow you to manage a large customer base without sacrificing customer or commercial outcomes. We don’t expect perfection, but we do expect curiosity, experimentation, strong judgment, and a willingness to continuously evolve how you work.

Responsibilities:

• Own retention, renewals, churn/contraction, and expansion across 300+ Mid-Market customers, including a quarterly expansion quota.
• Use Hook (our customer success platform), AI, customer data, and product/engagement signal to prioritise your portfolio and proactively identify customers at risk or showing growth potential.
• Proactively engage customers at the right moments to mitigate churn, reinforce value, and uncover expansion opportunities.
• Identify, qualify, and close expansion opportunities through strong discovery and commercial conversations.
• Use a digital-first, human-when-it-matters approach, leveraging automation and scalable resources while providing targeted 1:1 engagement where it will have the greatest impact.
• Maintain accurate renewal and expansion forecasts and collaborate across Support, Product, Sales, and other teams to drive customer and commercial outcomes.

Requirements:

• Experience in Customer Success, Account Management, or a similar SaaS role, with exposure to retention, renewals, and expansion.
• Ability to effectively manage and prioritize a large, dynamic customer portfolio using data, signals, and technology rather than relying solely on high-touch engagement.
• Strong commercial instincts with the ability to conduct discovery, identify opportunities, negotiate, and drive expansion.
• Strong analytical judgment and comfort using customer health, product usage, engagement, and commercial data to determine where to focus.
• Experience with modern CRM, Customer Success, automation, and AI tools, with an appetite for finding more scalable ways of working.
• Highly organised, proactive, and an effective communicator who is comfortable operating in a fast-paced environment.

Interview Process and Experience

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At ScreenCloud, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles! If you require any reasonable adjustments, please let our friendly recruitment team know.

Key Info

• Typical Process: Intro to ScreenCloud - Meet the Hiring Manager - Challenge - Final
• Hybrid Friendly Working: 2-3 days in Office
• Flexi-Hours: We don’t follow the strict 9-5 here, we trust you to execute your role to the highest standard whilst being able to make time for the things you love!

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
• Peace of Mind – Disability, life, and income protection for life's unexpected moments.