Principal - Customer Success Operations

Be at the Forefront of the Agentic AI RevolutionAt Skan AI, we are pioneering the context engine for human and agentic execution, bringing context from enterprise operators, systems, and processes to power how the world's largest organizations execute their most complex, mission-critical work. Why Skan AIWe're in hyper-growth mode at exactly the right moment in history. As enterprises race to adopt agentic AI, we're uniquely positioned to deliver the clear signal they desperately need: a platform that trains and grounds AI Agents in trillions of real execution signals, enabling reliable, compliant automation of their most complex processes. Backed by Dell Technologies Capital and other leading investors, we're the only company that can bridge the gap between AI's promise and enterprise reality, making us perfectly positioned to define the agentic era for modern enterprises. Our diverse, collaborative team of 250+ innovators is solving category-defining challenges at the intersection of AI, process intelligence, and enterprise work. Diverse perspectives fuel breakthrough thinking, cross-functional collaboration is the norm, and our work directly transforms how Fortune 500 companies operate. We are shaping the future of work itself. About the RoleSkan AI is one of the category leaders defining the agentic AI era — combining process intelligence with autonomous agents through the Skan Trifecta: Blueprint, Intelligence, and Agents. This role sits closer to enterprise-level decision-making than most roles at this career stage typically allow: direct, daily partnership with the CCO, visibility into strategic decision making process, and a front-row seat to how a fast-growing AI company scales its customer function. It's a role built for someone who wants to learn how a company is actually run at the executive level — not just report on it. The role itself is the CCO's decision-support system — the person who turns customer health, delivery health, cost-to-serve, and NDR performance into what the CCO and the leadership team actually act on. It doesn't run the CS org; it makes the CCO better at running it, by owning the data, the models, and the operating cadence that decisions get made against. It's also the CCO's proxy in cross-functional forums where the customer KPI's need to be represented with authority — and the person who drives the CCO's strategic initiatives to completion across a leadership team that doesn't report to this role. Key Responsibilities1. CCO Decision Support & Executive IntelligenceSynthesize customer health, delivery health, cost-to-serve, and NDR data into what the CCO needs to walk into any room and make the callSupport the CCO with board and QBR materials — key data, analysis and outcomesRepresent the CCO's data-backed point of view in cross-functional executive forums — Product, Sales, Finance, MarketingOwn renewal forecast visibility and pipeline risk reporting so the CCO sees exposure before it becomes a surprise2. Customer Health, Risk & Retention EconomicsOwn the customer health and risk model — signal selection, weighting, and correction based on churn postmortemsOwn the NRR, GRR, and cost-to-serve economics that explain why the numbers move, not just that they movedOwn capacity and coverage modeling — accounts per resource by segment, tier, and complexity — to support resourcing calls3. Operating Cadence Across the Leadership TeamSupport the CCO with OKR reporting across Customer Success, Professional Services, and Support leadership — translating the CCO's priorities into a cadence the whole leadership team runs againstEnsure reporting logic is documented, reproducible, and auditable4. Voice of Customer & Platform EnablementRun the Voice of Customer program — structured feedback loops that feed product roadmap and GTM priorities, backed by data rather than anecdoteOwn the CS tooling and platform roadmap, including how AI agents and modern tooling get adopted inside the CS organization itself5. Strategic Initiatives & Execution DirectionSupport the CCO with key initiatives that cut across the leadership team — operating model changes, segmentation shifts, M&A integration — to closureDirect India-based analytical support on the underlying data production so you stay focused on the analysis and the decisions, not the pullsTake on ad hoc strategic analysis — pricing, packaging, competitive questions — as they arise Position Requirements8+ years of experience in Strategy, Business Operations, Revenue Operations, and/or Customer Success Operations within a high-growth B2B SaaS or enterprise software companyManagement consulting experience with a top-tier consulting firmDemonstrated ability to build and own an operating cadence across a multi-function leadership team, not just one teamOwned a health/risk model and retention economics (NRR, GRR, cost-to-serve) end to endExecutive communication: has produced board-level materialsComfortable directing analytical support and leading through influence across peers who don't report to youStrong command of CRM, CS platforms, and analytics/BI tools; advanced Excel and SQLMBA from a top program strongly preferred Success MetricsCCO Leverage: measurable increase in the CCO's time available for external stakeholders and long-term strategy, not spent producing or defending numbersNDR Impact: retention and expansion trends demonstrably informed by the models and interventions this role drivesCross-Leadership Execution: CCO-sponsored initiatives land on time across a leadership team this role doesn't manageDecision Quality: leadership decisions across CS, delivery, and cost-to-serve are traceably better because of the intelligence this role produces Benefits100% coverage of Health Care Plan (Medical, Dental & Vision)Retirement Plan (401k, IRA)Life Insurance (Basic, Voluntary & AD&D)Unlimited Paid Time Off (Vacation, Sick & Public Holidays)Short Term & Long-Term DisabilityWork From HomeStock Option Plan Skan AI is an equal opportunity employer committed to building a diverse, inclusive, and respectful workplace around the world. We do not discriminate based on race, color, religion or belief, sex (including pregnancy, sexual orientation, gender identity, or gender expression), national origin, ancestry, age, disability, medical condition, genetic information, marital or family status, military or veteran status, or any other characteristic protected by applicable laws in the locations where we operate. We welcome people from all backgrounds and provide reasonable accommodations throughout the hiring process.