Sr. Customer Value Manager

Skan AI is pioneering the context engine for human and agentic execution, enabling reliable automation for enterprises. As a Senior Customer Value Manager, you will manage the full life cycle of customer journeys, ensuring satisfaction and profitability while building trusted relationships with clients.

Responsibilities:

• 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

Requirements:

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