Principal - Customer Value Management

Skan AI is pioneering the context engine for human and agentic execution, uniquely positioned to deliver AI solutions for enterprises. As a Senior Principal in Customer Value Management, you will unify sales and customer success teams, manage customer relationships, and drive retention and upsell strategies.

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 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

Requirements:

• Bachelor's degree
• 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+ year's experience in one or more industry verticals like banking, finance, insurance, healthcare
• 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