Customer Success Manager

Job Description

Hello, we’re ScreenCloud!
Founded in 2015 and with 10,000+ customers around the globe, ScreenCloud is a cloud-based SaaS company, employing over 100 people in our Bangkok, Belfast, LA, Charlotte and London hubs.
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. So if you’re someone looking to join a team of talented individuals, apply below!
The Role
We're looking for our next Customer Success Manager to join our growing London team! Reporting to the Head of Enterprise Customer Success, as the Customer Success Manager will drive value, feature adoption, customer retention and strategic expansion across an Enterprise book of business. You will work cross-functionally across departments to achieve personal and team objectives, be responsible for churn and contraction targets and have the opportunity to travel!
If you have a passion for customers, a keen interest in tech and thrives working collaboratively, then we would love to hear from you!

Responsibilites

• Minimise Churn: Respond to CSOps data to understand customer health and engagement that negatively impacts customer health score
• Respond to CSOps/billing reporting to deflect churn
• Collaborate with Digital CSM to create meaningful in app engagements for their book of business
• Sync with Support as a point of customer escalation and query resolution
• Maximise expansion: Develop a consultative partnership with top tier accounts to identify growth opportunities and align product use to deliver defined ROI for customers
• Respond to CSOps data to uncover expansion and growth opportunities
• Respond directly to Support queries from customers requiring package upgrades for additional feature inclusion Delight customers through their human interactions impacting NPS/CSAT
• Own a subset of customers: ‘Own’ a book of business that covers Mid-High and Enterprise customers Use reporting dashboards across Gainsight to communicate risks and opportunities to the business
• Use reporting dashboards to prioritise personalised outreach to customers
• Develop your understanding of ScreenCloud’s key customer segments and demonstrate this understanding as a ‘voice of the expert’ when speaking to customers
• Use the Gainsight tools to log and track personalised interactions (calls/QBRs/emails) with customers
• Travel 10-15% of time to customer sites to drive relationship strength, momentum towards screen deployment and uncover strategic alignment for Return on Investment
• Process Improvement Responsibilities: Working with our CSops to provide feedback to help improve process for the day to day responsibilities of ScreenCloud’s CSMs
• Helping with the documentation of processes as we scale to help our CSMs and wider departments have a point of reference.
• Collaborating with the senior Customer Success department members to help define data which is used to measure customer health and CSM performance.

Requirements

• Technical background where you have deployed tools and workflows that demonstrate workplace efficiencies
• Previous experience working within a Customer Success function
• You are proactive, able to multi-task across multiple priorities and are keen to find creative solutions to customer pain points
• Detailed level of communication skills
• Relationship focused
• Strategically consultative

Interview Process and Experience
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At ScreenCloud, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles! If you require any reasonable adjustments, please let our friendly recruitment team know.
Key Info
👩‍🏫 Typical Process: Intro to ScreenCloud - Meet the Hiring Manager - Challenge - Final🏡 Hybrid Friendly Working: 2-3 days in Office✨ Flexi-Hours: We don’t follow the strict 9-5 here, we trust you to execute your role to the highest standard whilst being able to make time for the things you love!
Benefits
Unlimited annual leaveHybrid-friendly workingWorking from home fundFlexible working hours401kCommuter benefitsConsumer discountsEnhanced parental leavePersonal development fundPrivate medical insurance (including dental and vision)Disability insurance (including life insurance, short-term & long-term disability cover)Employee assistance programme
Our 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, both internally and externally.
🤲Trust & Transparency🦁 Unconventional & Brave💪 Integrity📚Continuous Learning & Development
FIND OUT MORE Check out our Bangkok, Belfast, LA, Charlotte 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