Senior Customer Success Manager

Skan AI; Charlotte (NC); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

Annual performance bonus

Equity

Comprehensive benefits package

Job summary

Skan AI, a pioneer in context engines for agentic AI, seeks a Customer Success Manager in the US. You will guide the full customer journey, drive satisfaction, revenue and profitability, and build trusted advisor relationships through deep product and process knowledge.

Your emphasis on value realization will help grow adoption and ensure long-term partnerships. In this role you’ll lead onboarding, implementation, training and ongoing support, report on key metrics, and collaborate across teams

Qualifications

• Bachelor’s degree in technology or management required.
• 8+ years in customer success, relationship management or consulting.
• Experience in business process design or intelligent automation.
• Industry knowledge in Digital Transformation initiatives.
• Leadership skills and ability to connect with customers.
• 4+ years in banking/financial services, insurance or healthcare client management.

Responsibilities

• Lead Program Management across onboarding, implementation, training and support.
• Apply value management methodologies to guide value discovery and delivery.
• Own ROI and business outcomes; report on NPS, CSAT, vendor metrics.
• Manage all aspects of project delivery including governance and risk.
• Develop product expertise in Skan technology and configuration.
• Collaborate with customer teams to tailor Skan solutions for adoption.
• Monitor adoption, license usage, renewals and revenue expansion.
• Coordinate with marketing, product and exec teams for sharing learnings.

Skills

Customer success

Relationship management

Leadership

Value delivery

Education

Bachelor’s Degree in technology or management

Job description

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 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 support
• Learn and implement Skan customer success model including customer value management methodologies – Lead clients through value discovery, value enablement, value delivery and validation phases of implementation
• Own Skan ROI and business outcome and report on key metrics like NPS, CSAT, Gartner peer and ROI
• Manage all aspects of project delivery – planning, reporting, coordination and risk management including governance
• Develop deep expertise in Skan product – technology, implementation and configuration
• Understand 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 growth
• Build relationships across business owners, technology leaders and vendor management
• Monitor and achieve goals around Skan adoption, license usage, business outcomes delivery, renewals and revenue expansion
• Build and share customer case studies , project learnings and radiate within other teams
• Gather Intelligence on customer initiatives, priorities, and Leadership directions
• Manage license renewals in partnership with Sales
• Provide Executive briefings and status updates
• Report and track all metrics in the customer success management tool
• Manage Program governance activities like monthly and quarterly business reviews with executive stakeholders
• Organize customer onboarding, change management and training/certification
• Collaborate with Skan marketing, product management and executive teams to organize knowledge sharing, best practices and discovery workshops

What You’ll Bring

Need to have

• Bachelor’s Degree in technology or management
• 8+ years of professional experience preferably in customer success management, relationship management, value delivery or consulting
• Must have experience in business process design or intelligent automation or related areas
• Industry knowledge and experience in delivering Digital Transformation Initiatives
• Leadership skills and an ability to connect with customer
• 4+ years’ experience in the banking and financial services, Insurance or healthcare verticals managing client relationships and delivery

Nice to have

• Strong interpersonal skills
• Strong organization and presentation skills
• A propensity for relationship building
• Professional experience in Financial Services and/or Insurance

Compensation

The 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.