Senior Customer Success Manager

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.

Why Skan AI

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.

The Opportunity

We are looking for a highly accomplished Senior Customer Success Manager to lead strategic client relationships within Financial Services, with a strong preference for experience in Banking and Wealth / Asset Management.

This role is designed for a leader who wants to do more than maintain accounts. You will help some of the most sophisticated institutions in the market transform how work gets done. You will partner with senior stakeholders, guide enterprise programs, shape adoption strategy, and help clients realize measurable value from Skan’s platform.

You will own the customer journey end-to-end—from onboarding and implementation through adoption, value realization, executive governance, renewal, and expansion. Just as importantly, you will serve as a trusted advisor to client leaders navigating transformation in complex, high-stakes environments.

This is a high-visibility role with meaningful ownership, executive exposure, and the opportunity to influence both customer outcomes and Skan’s long-term growth.

Why This Role Stands Out

This role will appeal to candidates who are energized by:

• Working directly with major Financial Services institutions on strategic transformation priorities
• Bringing AI, telemetry, and agentic capabilities into real enterprise environments
• Owning outcomes, not just activities
• Operating as a strategic advisor rather than a transactional account manager
• Leading complex programs with visible business impact
• Joining a company shaping a category that is rapidly becoming mission-critical for the enterprise

What You’ll Do

• Own the full customer lifecycle across onboarding, implementation, adoption, value realization, renewal, and growth
• Build trusted, senior-level relationships across business, operations, technology, transformation, and vendor management teams
• Lead complex customer programs with excellence across planning, execution, reporting, governance, stakeholder alignment, and risk management
• Guide customers through Skan’s value realization methodology, including value discovery, value enablement, value delivery, and value validation
• Translate customer priorities, process pain points, and transformation objectives into scalable solution strategies
• Help clients leverage Skan’s AI-powered process intelligence, enterprise telemetry, and agentic capabilities to improve execution, reduce friction, and unlock measurable ROI
• Drive strong adoption and long-term success by aligning Skan’s capabilities to each customer’s strategic priorities and business goals
• Deliver executive business reviews, strategic updates, and governance forums that clearly communicate progress, value, and growth opportunities
• Partner closely with Sales, Product, Marketing, Delivery, and Executive Leadership to ensure exceptional customer outcomes and account expansion
• Identify whitespace opportunities within accounts and help develop the business case for broader adoption
• Lead onboarding, enablement, change management, and training efforts to accelerate time-to-value
• Gather customer intelligence, market insight, and delivery learnings to strengthen internal best practices and inform product direction
• Manage renewals in partnership with Sales and contribute to customer retention, profitability, and revenue expansion
• Track customer health and performance metrics across adoption, license utilization, ROI, NPS, CSAT, executive engagement, and account growth

What You’ll Bring

Required Qualifications

• Bachelor’s degree required
• Master’s degree or MBA required
• 10 years of professional experience in Customer Success, Client Services, Relationship Management, Consulting, Program Management, Value Delivery, or similar client-facing leadership roles
• Significant experience in Financial Services, with strong preference for Banking and Wealth / Asset Management
• Proven success leading complex enterprise client engagements with senior stakeholder visibility
• Experience in digital transformation, operational transformation, business process improvement, process intelligence, intelligent automation, or related disciplines
• Strong ability to understand business processes, identify value opportunities, and connect technology to measurable outcomes
• Demonstrated executive presence and the ability to build credibility with senior client leaders
• Strong commercial instincts with experience driving adoption, retention, renewals, and expansion
• Excellent communication, presentation, and stakeholder management skills
• Ability to operate with urgency, structure, and sound judgment in a fast-paced, high-growth environment

Preferred Qualifications

• Based in or near Charlotte, North Carolina
• Experience working with enterprise SaaS, AI, telemetry, workflow intelligence, automation, or analytics platforms
• Prior experience in management consulting or transformation-focused client leadership roles
• Familiarity with value realization frameworks, ROI modeling, executive governance, and enterprise change management
• Experience navigating regulated and highly matrixed environments

Who Thrives in This Role

The strongest candidates for this role are not simply relationship managers. They are strategic operators, trusted advisors, and transformation leaders.

They tend to:

• Build credibility quickly with both executives and working teams
• Balance strategic thinking with disciplined execution
• Bring structure to ambiguity and momentum to complex programs
• Translate business challenges into action plans and outcomes
• See around corners and proactively identify growth opportunities
• Care deeply about client impact and hold a high bar for quality
• Get energized by working on meaningful problems with modern AI-driven technology

Why Join Skan AI

Skan AI offers a rare opportunity to join a company at the center of a major enterprise shift.

As organizations rethink productivity, execution, and transformation in the age of AI, Skan is helping them understand work at a level that was previously impossible. Our combination of telemetry, process intelligence, and agentic innovation positions us to become a critical partner to enterprises looking to improve how work flows across the organization.

For the right leader, this role offers:

• Exposure to strategic, enterprise-level transformation initiatives
• Meaningful ownership and direct client impact
• Partnership with senior internal and client leadership
• A chance to help define how Financial Services firms adopt next-generation AI capabilities
• Career growth in a category with strong long-term relevance and momentum

If you are looking for a role where you can combine industry expertise, client leadership, transformation experience, and AI-driven innovation—while helping shape the future of enterprise operations—this is the opportunity.

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.