Customer Success Operations Manager

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 believe AI is reshaping how we work. The playbook is still being written, and we find that exciting. We're building a company where AI empowers every team member to have outsized impact and we're looking for people who share that vision.

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:

Customer Success at ScreenCloud is central to retention, expansion, forecasting, and customer value realisation. This role is the operational and analytical engine that helps it scale — turning what CSMs see day to day into reliable analytics, forward-looking signals, and recommendations the team can act on.

Reporting to the Director of Revenue Operations, this role owns the automation, funnel, forecasting, and reporting for Customer Success — the mirror of the Marketing & Sales Ops role, applied to the post-sale motion. It is the operational and analytical owner of retention, expansion and customer health: it defines how the installed base is measured, runs the analytics CS leadership decides on, and operationalises expansion so growth inside the base is a structured motion rather than an ad-hoc one. NRR is the headline lens.

Responsibilities:

• Own retention and expansion reporting. GRR and NRR by cohort, segment, CSM, sector and ICP, with NRR the priority metric — a clear read on where growth is created and where it leaks.
• Own the renewal forecast inputs. A weighted, segmented monthly view of which accounts will renew, expand, downsell or churn, in alignment with Finance and feeding the Director’s company forecast.
• Own customer health scoring. A multi-dimensional health model combining product usage, sentiment, support and relationship signals, maintained as the basis on which CS runs the book.
• Operationalise expansion. Build white-space identification — high usage with low seat count or narrow adoption — a structured, repeatable motion.
• Own the post-sale automation. Health scoring, churn prediction, renewal workflow and voice-of-customer summarisation — defining where automation lifts CSM capacity.
• Own customer segmentation and time-to-value. Segment the base so the right customers get the right level of service, and track TTV to the next meaningful milestone of customer value.
• Own the voice-of-customer and advocacy infrastructure. A consistent feedback loop routing CS-surfaced requests to Product, and a data-driven way to identify advocates for case studies and referrals.
• Own the product data relationship for CS. Act as the primary point of contact between CS and Engineering/Product for product usage data requests and analysis — ensuring adoption signals, feature engagement and usage trends are reliably surfaced into health scoring and the CS operating model.
• AI enablement for CS. Proactively research the market, keep abreast of all things AI in the CS world, proactively bringing ideas/new tool/AI transformation to us.
• Owns the post-sale motion; the Manager, Marketing & Sales Ops owns acquisition and sales.
• Partners with the CCO and CS team as their operations counterparts, running the cadence independently.
• Defines what gets built; the Systems & Tech Lead builds it and the Data Lead supplies the data.