Remote CS Ops Lead — Powering CCO Decision-Making

Skan AI; North Carolina; On-site; USD 230,000 - 360,000; Full time

Job summary

Skan AI is seeking an experienced strategic operations leader to act as the CCO's decision-support system. You will turn customer health, delivery health, cost-to-serve, and NDR metrics into actionable insights for executive decisions and cross-functional alignment.

Collaborating with Product, Sales, Finance, and Marketing, you will define and drive strategic initiatives, pricing, packaging, and M&A considerations while guiding India-based analytic support and ensuring scalable operating

Qualifications

• 8+ years in Strategy, Business Operations, Revenue Ops or Customer Success Ops in high-growth B2B SaaS/enterprise software.
• Management consulting experience with a top-tier firm.
• Experience building operating cadences across multi-functional leadership teams and health/retention economics.
• Executive communication: board-level materials.
• Able to influence across peers without direct reports; strong analytical leadership.
• CRMs, CS platforms, analytics/BI tools; advanced Excel and SQL.
• MBA strongly preferred.

Responsibilities

• Synthesize customer health, delivery health, cost-to-serve, and NDR data for the CCO.
• Support board and QBR materials with data, analysis, and outcomes.
• Represent data-backed perspectives in cross-functional forums (Product, Sales, Finance, Marketing).
• Own renewal forecast visibility and pipeline reporting for risk exposure.
• Own customer health and risk model, including signal weighting and churn postmortems.
• Oversee NRR, GRR, and cost-to-serve economics; explain movement drivers.
• Model capacity and coverage by segment to inform resourcing calls.
• Coordinate OKR reporting across CS, Professional Services, and Support leadership.

Skills

Executive communication

Strategic operations

CRM & analytics

Advanced Excel

SQL

SaaS / enterprise software strategy

Management consulting

MBA

Education

MBA from a top program

Tools

Salesforce CRM

BI tools

Job description

Skan AI is seeking an experienced strategic operations leader to act as the CCO's decision-support system. You will turn customer health, delivery health, cost-to-serve, and NDR metrics into actionable insights for executive decisions and cross-functional alignment.

Collaborating with Product, Sales, Finance, and Marketing, you will define and drive strategic initiatives, pricing, packaging, and M&A considerations while guiding India-based analytic support and ensuring scalable operating