3-4 days per week at home

A little flex time

Employment type
Full time

Hello, we’re ScreenCloud.

Founded in 2015 and with 8500+ customers around the globe, ScreenCloud is a scaling cloud-based SaaS company, employing over 100 people across our hubs in Bangkok, Belfast, LA and London.

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’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.

You’ll love working at ScreenCloud if you value transparency (join our monthly All Hands for business updates) flexibility (we’re one of Flexa’s Top Ten most flexible companies to work for) internationality (time zones don’t phase us) and integrity (join us, and you’ll also join our company-wide Share in Success scheme.)

We’re intentionally social. We think that spending time together is important… We think it’s so important that we arrange an annual company retreat, and we call it ScreenCloud Together! Each international hub regularly hosts visits from our teammates in other hubs. We balance regularly working from home with bright, well-designed office spaces - where we can see our own screens at play.

The Role

We're currently on the look out for a brand new Head of Customer Success to join our growing team! Reporting and working with with VP Customer Success, the Head of Customer Success will be a key part of building our processes, and ultimately be responsible for our ongoing implementation of Gainsight for our customer journey. The addition of an experienced Head of Customer Success will enable ScreenCloud to effectively create repeatable playbooks to allow us to easily scale our CS team throughout our hubs, according to business needs and requirements. This person will play an important part in minimising churn by increasing engagement and driving product adoption. Key to this will be creating scalable programmes using Gainsight to assist with driving process improvements that will positively affect NPS, Customer Healthscores, and improve QBR content.

Responsibilities

  • Minimise churn, increase engagement and drive product adoption by creating scalable programmes using Gainsight to assist with implementing process improvements that will positively affect NPS, Customer Healthscores, and improve QBR content
  • The Gainsight implementation is in its infancy, and the Head of CS would be responsible for successful implementation and driving CSM adoption
  • Reporting & Measuring success - monitor and measure key Customer Success metrics, and ensure these are visible to the ScreenCloud leadership
  • Work closely with other key members of the wider CS organisation, including the Enterprise Account Management team for renewals and our Professional Services team for Training & Onboarding
  • Manage and hire a high performing team of CSMs across our global hubs
  • Drive product adoption through one to one and one to many CS initiatives
  • Improving our digital and in product training experience will be key to success, ensuring new releases are effectively communicated to our customers on a regular basis
  • Identify and define success milestone planning to ensure enterprise customers are getting the best ROI possible at all times

Requirements

  • A demonstrable track record of adopting a customer-first, positive and solution-focused approach to achieving success
  • Some established management and coaching skills, with the ability to provide feedback and support to a small team of direct reports
  • Well organised and positive about process; with the ability to improve and build internal customer success and retention processes that promote best practice throughout the team
  • Communication - it’s essential you’re a strong communicator, great listener and relationship builder, externally and internally
  • We’re looking for someone who is ready to impact an early stage tech scaleup as we enter a phase of appropriately increased process and sophistication; the Head of CS should have knowledge of best practice that they are keen to apply - with a growth mindset - for ScreenCloud, supporting the VP Customer Success to set up/iterate and continuously improve customer success approaches
  • Talking of growth mindsets…! The Head of CS should have a curious mindset, be motivated to conduct research to stay up to date with the latest industry knowledge, competitors and trends, in order to implement this knowledge within ScreenCloud and help us to stay agile and ahead of the game

Bonus Skills

  • Prior experience working with a startup/scaleup

Interview Process and Experience

Here’s some information about how we recruit at ScreenCloud. We have a commitment to engaging with diverse talent and creating a consistently positive candidate experience; in order to help us achieve these goals we regularly deliver internal interview training. We are also committed to objective assessments and want to provide a realistic preview for each of our roles, so we are likely to ask you to complete a (manageable, not onerous and always hypothetical) task or challenge as part of the process. If you require any reasonable adjustments, please let our friendly recruitment team know. We understand everyone is busy, so we like to streamline our interview processes with a focus on quality over quantity . This means our interview processes will be challenging and enriching, and (unless there is a particular reason for additional conversations), at most you’ll be attending three interviews before we make a decision.

Values

At ScreenCloud our values are core, this means they are the starting point - they underpin everything we do and enable a culture we can be proud of, internally and externally.

Trust & Transparency

Trust underpins high levels of autonomy for every ScreenClouder, we trust your opinion and we encourage you to use your initiative. We are trusted to work flexibly with the freedom to define the best ways to do our best work. We’re trusted to be honest, and in turn are trusted to handle the honest truth. We create transparency with care; our Leadership team is accessible and here for you. We’re on this journey together, and we promise to keep you informed.

Unconventional & Brave

One size never fits all and we are not copy-cats. We are happiest when we’re challenging traditional approaches, finding new paths, creating new territory and setting the benchmark. We work hard to nurture an inclusive environment that welcomes new and varying perspectives. We use our judgement and we take risks, because we know that what’s unusual today might be normal tomorrow.

Integrity

We don’t compromise on integrity. We don’t avoid having real conversations and we won’t lie - to ourselves, to our customers, to our investors… to anybody! We want to build genuine, long-term relationships. We make decisions with the best interests of our colleagues and customers in mind.

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FIND OUT MORE

Check out our Bangkok, Belfast, LA and London hub pages.

Click here for some podcasting with our co-founders.

Read our culture blog here.

Get social! Follow us on Linkedin at @ScreenCloud - Digital Signage, and on Instagram at @Lifeatscreencloud

Benefits

Unlimited annual leave

Remote-friendly working

Working from home fund

Flexible working hours

Pension scheme

Share in success scheme

Cycle to work scheme

Retail discounts

Enhanced parental leave

Personal development fund

Westfield Health cash plan

Free annual flu vaccine

ScreenCloud
Tech
Innovation
Customer-centric
View company profile

3-4 days per week at home

Fully flexible hours

Dog friendly