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!
Responsibilities
1. Minimise Churn: Respond to CSOps data to understand customer health and engagement that negatively impacts customer health score
2. Respond to CSOps/billing reporting to deflect churn
3. Collaborate with Digital CSM to create meaningful in app engagements for their book of business
4. Sync with Support as a point of customer escalation and query resolution
5. Maximise expansion: Develop a consultative partnership with top tier accounts to identify growth opportunities and align product use to deliver defined ROI for customers
6. Respond to CSOps data to uncover expansion and growth opportunities
7. Respond directly to Support queries from customers requiring package upgrades for additional feature inclusion Delight customers through their human interactions impacting NPS/CSAT
8. 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
9. Use reporting dashboards to prioritise personalised outreach to customers
10. Develop your understanding of ScreenCloud’s key customer segments and demonstrate this understanding as a ‘voice of the expert’ when speaking to customers
11. 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
12. Process Improvement Responsibilities: Working with our CSops to provide feedback to help improve process for the day to day responsibilities of ScreenCloud’s CSMs
13. Helping with the documentation of processes as we scale to help our CSMs and wider departments have a point of reference.
14. Collaborating with the senior Customer Success department members to help define data which is used to measure customer health and CSM performance.
Requirements
15. Technical background where you have deployed tools and workflows that demonstrate workplace efficiencies
16. Previous experience working within a Customer Success function
17. You are proactive, able to multi-task across multiple priorities and are keen to find creative solutions to customer pain points
18. Detailed level of communication skills
19. Relationship focused
20. Strategically consultative
Interview Process and ExperienceDon’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!BenefitsUnlimited annual leaveHybrid-friendly workingWorking from home fundFlexible working hoursPension schemeShare in success schemeCycle to work schemeRetail discountsEnhanced parental leavePersonal development fundWestfield Health cash planFree annual flu vaccineOur ValuesAt 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,, and hub pages. Click for some podcasting with our co-founders. Read our culture blog. Get social! Follow us on Linkedin at @ScreenCloud - Digital Signage, and on Instagram at @Lifeatscreencloud