Customer Success Manager (Mid-Market)

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

• Top coverage

for Medical, Dental, Vision plans

Our Process:

Intro → Hiring Manager → Challenge → Final

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.