Director, Customer Sucess (Remote)

Skan’s vision is to be the foundation for operational intelligence and the fabric of the future of work. If you are interested in working on an AI-powered platform and redefining business process discovery and management, join us on our journey.

Location

For this position, we are looking for remote candidates located in the United States and Canada.

As a Director of Customer Success, you will be focused on unifying sales and the customer success team and will report directly to our Head of Customer Success. You will be a practice leader for one or more industry verticals, leading the team focused on accounts related to these verticals. You will also have the chance to play a crucial part in all stages of the established customer relationship and have high-level monitoring control and ownership of the customer lifecycle. In addition, you will focus on driving overall retention/upsell strategy, creating frameworks for resolving customer issues, and driving overall customer satisfaction.

What You’ll Do:

• Lead customer strategy, executive relations, provide thought leadership, Product expertise and domain consulting
• Build industry specific expertise on processes, Skan applicability and business problems
• Provide coaching and enablement to CSM’s reporting to you
• Setting and managing customer expectations
• Manage risks and escalations both with internal and customer stakeholders
• Accountable for revenue protection, customer experience and making customer referenceable
• Manage delivery governance across portfolio of accounts
• Handle 1-2 accounts directly as CSM, with a revenue potential of $1M +
• Customer program governance and cadence: QBRs. Monthly, marketing motions internally
• Sustain business growth and profitability by maximizing value to the customer
• Ability to uncover insights from data and present findings effectively to client leadership
• Perform project management duties to ensure timelines are achieved in collaboration with cross-functional teams
• Organize product demonstrations, product awareness, and discovery sessions for customers
• Improve customer onboarding processes
• Evaluate and improve tutorials and other communication infrastructure-related topics
• Facilitate relations between clients and the internal stakeholders
• Handle and resolve customer requests for accounts directly managed as a CSM
• Work with the sales team to manage upsell and account expansion
• Assist in recruiting and hiring, training, and developing Customer Success Managers

Requirements

What You’ll Bring

Need to have

• Bachelor’s Degree in technology or management
• 10+ years of professional experience managing large enterprise relationships
• 5+ years’ experience working in a SaaS company with enterprise clients
• 5+ years in program and project management responsibilities
• Previous People Leadership skills and an ability to coordinate and collaborate with Field Engineering and Solution Engineering teams
• Industry knowledge and experience in delivering Digital Transformation Initiatives
• 5+ year’s experience in one or more industry verticals like banking, finance, insurance, healthcare

Nice to have

• 2+ years previous start-up experience
• Strong interpersonal skills
• Strong organization and presentation skills
• A propensity for relationship building
• Passion for delighting customers with business value

Benefits

• 100% coverage of Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic, Voluntary & AD&D)
• Unlimited Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Remote position

The US on-target compensation range for this full-time position is $140,000- $200,000 USD. Actual compensation is based on various factors, including but not limited to work location, job-related skills, and experience. In addition to a base salary, this role is also eligible for benefits and equity.