Senior Principal, Customer Value & Success Strategy

Skanai; United States; On-site; USD 180,000 - 260,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Enterprise relationship management

SaaS enterprise client experience

Program and project management

People leadership

Digital Transformation Initiatives

Industry vertical expertise (banking/​

Job description

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