Senior Principal, Customer Success Transformation

Skan AI; United Kingdom; Presencial; GBP 110.000 - 150.000; Jornada completa

Descripción de la vacante

Skan AI seeks a Sr Principal / Principal Customer Success to drive value realization for enterprise accounts, owning onboarding, adoption, and expansion. You will advise senior stakeholders, lead complex programs, and coordinate across engineering, product, and delivery teams to deliver measurable outcomes.

You will manage governance, renewals, and growth opportunities while sharing insights to improve product, delivery, and customer experience.

Formación

• Bachelor’s degree in a relevant field.
• 12–18 years of professional experience in customer-facing roles such as Customer Success, Transformation, Consulting, or Program Management.
• Experience working with technologies such as automation, process and task mining, business process management, workforce intelligence, or desktop process analytics.
• Strong program and project management capabilities with experience managing enterprise engagements.
• Ability to collaborate effectively with engineering, product, and delivery teams.
• Strong data analysis skills to provide insights for process optimization, cost reduction, and operational efficiency.
• Knowledge of Lean Six Sigma principles and process re-engineering methodologies.
• Fluency in Spanish, German or Italian

Responsabilidades

• Act as a trusted value delivery partner for assigned enterprise customers.
• Drive customer value realization by aligning customer objectives with platform capabilities.
• Provide strategic guidance, consulting, and best practices throughout the customer lifecycle.
• Understand customer landscapes, business priorities, and transformation initiatives.
• Own and oversee all phases of the customer journey including onboarding, implementation, training, adoption, expansion, and ongoing support.
• Ensure customers successfully adopt the platform and achieve targeted business outcomes.
• Lead complex customer programs in partnership with solution delivery teams.
• Coordinate across engineering, product, and delivery teams to ensure successful implementation.
• Build strong relationships with business leaders, technology stakeholders, and vendor management teams.
• Track and manage key Customer Success metrics including product adoption, license utilization, business value delivered, customer satisfaction, and renewals.
• Deliver executive briefings and strategic updates to senior customer stakeholders.
• Drive governance activities including Quarterly Business Reviews (QBRs), program reporting, and risk management.
• Monitor and drive goals around product adoption, license utilization, and customer success outcomes.
• Partner with Sales teams on renewals, upsell, and cross-sell opportunities.
• Identify growth opportunities within existing accounts.
• Develop customer case studies, success stories, and project learnings.
• Share insights internally to improve product, delivery, and customer experience.
• Organize workshops and promote industry best practices.
• Lead onboarding initiatives, change management programs, and training sessions.
• Facilitate certification programs and workshops to accelerate adoption.

Conocimientos

Customer success

Enterprise accounts

Strategic partnerships

Program management

Stakeholder management

Data analysis

FLUENCY IN SPANISH/GERMAN/ITALIAN

Educación

Bachelor’s Degree in a relevant field

Herramientas

Automation

Process mining

Business process management

Workforce intelligence

Desktop process analytics

Descripción del empleo

Skan AI seeks a Sr Principal / Principal Customer Success to drive value realization for enterprise accounts, owning onboarding, adoption, and expansion. You will advise senior stakeholders, lead complex programs, and coordinate across engineering, product, and delivery teams to deliver measurable outcomes.

You will manage governance, renewals, and growth opportunities while sharing insights to improve product, delivery, and customer experience.