Note: The job is a remote job and is open to candidates in USA. Skan AI is an agentic AI company combining process intelligence with autonomous agents to help enterprises execute complex work. The Principal - Customer Success Operations role serves as the CCO’s decision-support system, owning customer health, retention economics, reporting, operating cadence, and strategic initiatives across the leadership team.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- 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
- Remote in Charlotte, NC (must reside locally or easily commutable to the Charlotte, NC metro area)
- MBA from a top program strongly preferred
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
Company Overview
Company H1B Sponsorship