Principal - Customer Value Management

Skanai; United States; Vor Ort; USD 180.000 - 260.000; Vollzeit

Zusammenfassung

Skan AI is seeking a Sr. Principal Customer Value Management to unite sales and customer success, overseeing a portfolio of enterprise accounts.

You will report to the Head of Customer Success and serve as a practice leader for one or more industry verticals, guiding lifecycle governance and retention strategies. You will drive upsell opportunities, influence executive relationships, and ensure high customer satisfaction while coaching a team of CSMs and collaborating with Sales, Solutions, and

Qualifikationen

• 10+ years of professional experience managing large enterprise relationships.
• 5+ years in a SaaS company with enterprise clients.
• 5+ years in program and project management responsibilities.
• Previous people leadership skills and ability to coordinate with Field Eng. and Solution Eng. teams.
• Industry knowledge and experience in delivering Digital Transformation Initiatives.
• 5+ years in one or more industry verticals like banking, finance, insurance, healthcare.

Aufgaben

• Lead customer strategy, executive relations, provide thought leadership, product expertise and domain consulting.
• Build industry specific expertise on processes, Skan applicability and business problems.
• Provide coaching and enablement to CSMs reporting to you.
• Set and manage customer expectations.
• Manage risks and escalations with internal and customer stakeholders.
• Accountable for revenue protection, customer experience and making customer referenceable.
• Manage delivery governance across portfolio of accounts.
• Handle 1-2 accounts directly as CSM, with revenue potential of $1M+.
• Customer program governance and cadence: QBRs; monthly marketing motions internally.
• Sustain business growth and profitability by maximizing value to the customer.
• Uncover insights from data and present findings to client leadership.
• Perform project management duties with cross-functional teams.
• Organize product demos, awareness, and discovery sessions for customers.
• Improve customer onboarding processes.
• Evaluate and improve tutorials and other infra-related topics.
• Facilitate relations between clients and internal stakeholders.
• Handle and resolve customer requests for accounts directly managed as a CSM.
• Work with sales to manage upsell and account expansion.
• Assist in recruiting and developing Customer Success Managers.

Kenntnisse

Enterprise relationship management

SaaS enterprise client experience

Program and project management

People leadership

Digital Transformation Initiatives

Industry vertical expertise (banking/​

Jobbeschreibung

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.

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 Sr. Principal Customer Value Management, you will be focused on unifying sales and the customer success team and will report directly to our Head of Customer Success. You will be a portfolio manager and practice leader for one or more industry verticals, leading the team focused on accounts related to these verticals. You will also have the chance to play a crucial part in all stages of the established customer relationship and have high-level monitoring control and ownership of the customer lifecycle. In addition, you will focus on driving overall retention/upsell strategy, creating frameworks for resolving customer issues, and driving overall customer satisfaction.

What You’ll Do:

• Lead customer strategy, executive relations, provide thought leadership, Product expertise and domain consulting
• Build industry specific expertise on processes, Skan applicability and business problems
• Provide coaching and enablement to CSM's reporting to you
• Setting and managing customer expectations
• Manage risks and escalations both with internal and customer stakeholders
• Accountable for revenue protection, customer experience and making customer referenceable
• Manage delivery governance across portfolio of accounts
• Handle 1-2 accounts directly as CSM, with a revenue potential of $1M +
• Customer program governance and cadence: QBRs. Monthly, marketing motions internally
• Sustain business growth and profitability by maximizing value to the customer
• Ability to uncover insights from data and present findings effectively to client leadership
• Perform project management duties to ensure timelines are achieved in collaboration with cross-functional teams
• Organize product demonstrations, product awareness, and discovery sessions for customers
• Improve customer onboarding processes
• Evaluate and improve tutorials and other communication infrastructure-related topics
• Facilitate relations between clients and the internal stakeholders
• Handle and resolve customer requests for accounts directly managed as a CSM
• Work with the sales team to manage upsell and account expansion
• Assist in recruiting and hiring, training, and developing Customer Success Managers

What You’ll Bring

Need to have

• 10+ years of professional experience managing large enterprise relationships
• 5+ years' experience working in a SaaS company with enterprise clients
• 5+ years in program and project management responsibilities
• Previous People Leadership skills and an ability to coordinate and collaborate with Field Engineering and Solution Engineering teams
• Industry knowledge and experience in delivering Digital Transformation Initiatives
• 5+ years' experience in one or more industry verticals like banking, finance, insurance, healthcare

Nice to have

• 2+ years previous start-up experience
• Strong interpersonal skills
• Strong organization and presentation skills
• A propensity for relationship building
• Passion for delighting customers with business value

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.