Mid Market Customer Success Manager

ScreenCloud•Charlotte, NC

3d•Hybrid

About The Position

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.

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.

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.