Strategic Mid-Market CSM | Scale Retention & Expansion

ScreenCloud; Charlotte (NC); Híbrido; USD 100.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited paid time off

Hybrid-friendly working

Work from anywhere

401(k) plan

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer Success

Account Management

SaaS

Herramientas

Hook

Descripción del empleo

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.