Principal - Customer Success Operations

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. It's a role built for someone who wants to learn how a company is actually run at the executive level — not just report on it.

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 CCO's 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 CCO's 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 don't report to you
• Strong command of CRM, CS platforms, and analytics/BI tools; advanced Excel and SQL
• MBA from a top program strongly preferred