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ScreenCloud is a cloud-based SaaS company founded in 2015 with 10,000+ customers globally and 100+ employees across offices in Bangkok, Belfast, LA, Charlotte, and London. The company helps businesses drive sales, productivity, and engagement by enabling digital signage and content management solutions.
You will own a portfolio of 300+ mid-market customers, driving both retention and expansion at scale. This is a commercially-focused role that combines digital-first customer engagement with targeted human intervention. 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.
Key responsibilities include:
- Own retention, renewals, churn/contraction, and expansion across 300+ mid-market customers with a quarterly expansion quota
- Use ScreenCloud's customer success platform (Hook), AI, customer data, and product/engagement signals to prioritize your portfolio and proactively identify at-risk or high-growth-potential customers
- Proactively engage customers at critical moments to mitigate churn, reinforce value, and uncover expansion opportunities
- Identify, qualify, and close expansion opportunities through discovery and commercial conversations
- Employ 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
- Collaborate across Support, Product, Sales, and other teams to drive customer and commercial outcomes
ScreenCloud emphasizes an AI-first Customer Success organization and expects team members to embrace new tools and ways of working that allow managing large customer bases without sacrificing outcomes. The company values curiosity, experimentation, strong judgment, and continuous evolution.
Workplace: Hybrid with 2-3 days in office. Flexible hours, work-from-anywhere up to one month per year, home office stipend, and unlimited paid time off.
Requirements:
- Experience in Customer Success, Account Management, or 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 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 focus areas
- Experience with modern CRM, Customer Success, automation, and AI tools, with appetite for finding more scalable ways of working
- Highly organized, proactive, and effective communicator comfortable in fast-paced environments
