- Company Name
- Skan AI
- Job Title
- Sr. Customer Success Manager
- Job Description
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Job title: Sr. Customer Success Manager
Role Summary: Lead customer success initiatives across the entire lifecycle, driving adoption, value delivery, retention, and expansion. Act as a trusted advisor, managing end-to-end engagement, program governance, and cross-functional collaboration to ensure clients realize measurable business outcomes.
Expectations:
- Deliver exceptional client satisfaction and lead complex process‑transformation programs.
- Maintain high-level oversight of customer relationships, metrics, and renewal activities.
Key Responsibilities:
- Serve as the primary value‑delivery partner: deliver customer value management, governance, and consulting.
- Manage full engagement lifecycle (onboarding, implementation, training, ongoing support).
- Track, report, and analyze CS metrics using the tool; keep data current.
- Demonstrate deep expertise in product and industry; provide best‑practice consulting.
- Build relationships with business owners, technology leaders, and vendor teams.
- Monitor and achieve adoption, usage, outreach, and revenue‑expansion targets.
- Create and disseminate customer case studies, project learnings, and best‑practice knowledge.
- Gather customer intelligence on initiatives, priorities, and leadership directions.
- Partner with Sales for renewals.
- Provide executive briefings and status updates.
- Own program governance: QBRs, risk management, reporting.
- Oversee onboarding, change management, training, certification, workshops, and industry practices.
Required Skills:
- 6–12 years of customer‑facing experience, preferably in consulting within automation, process/task mining, BPM, workforce intelligence, or desktop process analytics.
- Strong project management and leadership skills; ability to coordinate cross‑functional teams.
- Proficiency in data analysis to produce actionable insights for process optimization.
- Knowledge of Lean Six Sigma principles and process re‑engineering.
- Fluency in German, Italian, or Spanish.
- Excellent interpersonal, organizational, and presentation skills.
Required Education & Certifications:
- Bachelor’s degree (any discipline).
- Certification in Lean Six Sigma (preferred).
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