Senior Customer Success Manager

Be at the Forefront of the Agentic AI Revolution At 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 AI We'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. As a Customer Success Manager, you will be responsible to manage the full life cycle of customer journey resulting in customer satisfaction, revenues, and profitability goals. In this role, you will build trusted advisor relationships with your clients through deep understanding of their problems, demonstrable product and business process knowledge, highest quality of Skan implementations and solutioning. Our Customer Success Managers will focus on expanding our offerings within customer accounts, increase customer retention, solve customer issues, and drive customer satisfaction. We're looking for a customer-focused leader with success in delivering exceptional client satisfaction and complex process transformation programs. What You’ll Do:Lead Program Management across all phases of engagement from onboarding, implementation, training, and ongoing supportLearn and implement Skan customer success model including customer value management methodologies – Lead clients through value discovery, value enablement, value delivery and validation phases of implementationOwn Skan ROI and business outcome and report on key metrics like NPS, CSAT, Gartner peer and ROIManage all aspects of project delivery – planning, reporting, coordination and risk management including governanceDevelop deep expertise in Skan product – technology, implementation and configurationUnderstand customer organization, business processes, pain areas, business goals, and collaborate with internal Skan teams to develop Skan solutions and present them to achieve Skan product adoption growthBuild relationships across business owners, technology leaders and vendor managementMonitor and achieve goals around Skan adoption, license usage, business outcomes delivery, renewals and revenue expansionBuild and share customer case studies , project learnings and radiate within other teamsGather Intelligence on customer initiatives, priorities, and Leadership directionsManage license renewals in partnership with SalesProvide Executive briefings and status updatesReport and track all metrics in the customer success management toolManage Program governance activities like monthly and quarterly business reviews with executive stakeholdersOrganize customer onboarding, change management and training/certificationCollaborate with Skan marketing, product management and executive teams to organize knowledge sharing, best practices and discovery workshops What You’ll Bring Need to haveBachelor’s Degree in technology or management8+ years of professional experience preferably in customer success management, relationship management, value delivery or consultingMust have experience in business process design or intelligent automation or related areasIndustry knowledge and experience in delivering Digital Transformation InitiativesLeadership skills and an ability to connect with customer4+ years’ experience in the banking and financial services, Insurance or healthcare verticals managing client relationships and delivery Nice to haveStrong interpersonal skillsStrong organization and presentation skillsA propensity for relationship buildingProfessional experience in Financial Services and/or Insurance CompensationThe US base salary range for this full-time position is $130,000–$150,000, plus an annual performance bonus, equity, and a comprehensive benefits package. 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.