Enterprise Customer Success Manager

ScreenCloud•Charlotte, NC

1d•Hybrid

About The Position

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. We don’t expect perfection, but we do expect curiosity, experimentation, and a willingness to evolve how you work. You’ll also help customers explore how AI can enhance their use of ScreenCloud, driving greater adoption and value.

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
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
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.

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
Travel as needed to support onboarding milestones, onsite strategy sessions, and executive business reviews
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