Principal - Customer Success Operations

Location: Remote in Charlotte, NC (must reside locally or easily commutable to the Charlotte, NC metro area)

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 worlds largest organizations execute their most complex, mission-critical work.

Why Skan AI

Were in hyper-growth mode at exactly the right moment in history. As enterprises race to adopt agentic AI, were 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, were the only company that can bridge the gap between AIs 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.

About the Role

Skan AI is one of the category leaders defining the agentic AI era - combining process intelligence with autonomous agents through the Skan Trifecta: Blueprint, Intelligence, and Agents. This role sits closer to enterprise-level decision-making than most roles at this career stage typically allow: direct, daily partnership with the CCO, visibility into strategic decision making process, and a front-row seat to how a fast-growing AI company scales its customer function. Its a role built for someone who wants to learn how a company is actually run at the executive level - not just report on it.

The role itself is the CCOs decision-support system - the person who turns customer health, delivery health, cost-to-serve, and NDR performance into what the CCO and the leadership team actually act on. It doesnt run the CS org; it makes the CCO better at running it, by owning the data, the models, and the operating cadence that decisions get made against.

Its also the CCOs proxy in cross-functional forums where the customer KPIs need to be represented with authority - and the person who drives the CCOs strategic initiatives to completion across a leadership team that doesnt report to this role.

Key Responsibilities

1. CCO Decision Support & Executive Intelligence

• Synthesize customer health, delivery health, cost-to-serve, and NDR data into what the CCO needs to walk into any room and make the call
• Support the CCO with board and QBR materials - key data, analysis and outcomes
• Represent the CCOs data-backed point of view in cross-functional executive forums - Product, Sales, Finance, Marketing
• Own renewal forecast visibility and pipeline risk reporting so the CCO sees exposure before it becomes a surprise

2. Customer Health, Risk & Retention Economics

• Own the customer health and risk model - signal selection, weighting, and correction based on churn postmortems
• Own the NRR, GRR, and cost-to-serve economics that explain why the numbers move, not just that they moved
• Own capacity and coverage modeling - accounts per resource by segment, tier, and complexity - to support resourcing calls

3. Operating Cadence Across the Leadership Team

• Support the CCO with OKR reporting across Customer Success, Professional Services, and Support leadership - translating the CCOs priorities into a cadence the whole leadership team runs against
• Ensure reporting logic is documented, reproducible, and auditable

4. Voice of Customer & Platform Enablement

• Run the Voice of Customer program - structured feedback loops that feed product roadmap and GTM priorities, backed by data rather than anecdote
• Own the CS tooling and platform roadmap, including how AI agents and modern tooling get adopted inside the CS organization itself

5. Strategic Initiatives & Execution Direction

• Support the CCO with key initiatives that cut across the leadership team - operating model changes, segmentation shifts, M&A integration - to closure
• Direct India-based analytical support on the underlying data production so you stay focused on the analysis and the decisions, not the pulls
• Take on ad hoc strategic analysis - pricing, packaging, competitive questions - as they arise

Position Requirements

• 8+ years of experience in Strategy, Business Operations, Revenue Operations, and/or Customer Success Operations within a high-growth B2B SaaS or enterprise software company
• Management consulting experience with a top-tier consulting firm
• Demonstrated ability to build and own an operating cadence across a multi-function leadership team, not just one team
• Owned a health/risk model and retention economics (NRR, GRR, cost-to-serve) end to end
• Executive communication: has produced board-level materials
• Comfortable directing analytical support and leading through influence across peers who dont report to you
• Strong command of CRM, CS platforms, and analytics/BI tools; advanced Excel and SQL
• MBA from a top program strongly preferred

Success Metrics

• CCO Leverage: measurable increase in the CCOs time available for external stakeholders and long-term strategy, not spent producing or defending numbers
• NDR Impact: retention and expansion trends demonstrably informed by the models and interventions this role drives
• Cross-Leadership Execution: CCO-sponsored initiatives land on time across a leadership team this role doesnt manage
• Decision Quality: leadership decisions across CS, delivery, and cost-to-serve are traceably better because of the intelligence this role produces

Benefits

• 100% coverage of Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Unlimited Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long-Term Disability
• Work From Home
• Stock Option Plan

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.