{"id":1071636,"url":"https://alion.io/job/skan-ai-principal-customer-success-operations","title":"Principal - Customer Success Operations","company":{"id":63247,"name":"Skan AI","domain":"skan.ai","url":"https://alion.io/company/skan-ai","size_band":null,"is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Keka","truth_index":{"grade":"A","score":85,"open_postings":10,"ghost_share":0,"stale_share":0.4,"repost_share":0,"time_to_fill_p50_days":63,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":160000,"max":205000,"currency":"USD","period":"year","gross":null,"usd_annual":205000},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-19T13:31:09Z","employer_posted_date":"2026-09-19","last_verified_at":"2026-09-23T14:42:13Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Location: Remote in Charlotte, NC (must reside locally or easily commutable to the Charlotte, NC metro area)\nBe at the Forefront of the Agentic AI Revolution\nAt 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.\nWhy Skan AI\nWe'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.\nBacked 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.\nOur 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.\nAbout the Role\nSkan 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.\nThe role itself is the CCO's decision-support system - the person who turns customer health, delivery health, cost-to-serve, and NDR performance into what the CCO and the leadership team actually act on. It doesn't run the CS org; it makes the CCO better at running it, by owning the data, the models, and the operating cadence that decisions get made against.\nIt's also the CCO's proxy in cross-functional forums where the customer KPI's need to be represented with authority - and the person who drives the CCO's strategic initiatives to completion across a leadership team that doesn't report to this role.\nKey Responsibilities\n1. CCO Decision Support & Executive Intelligence\nSynthesize customer health, delivery health, cost-to-serve, and NDR data into what the CCO needs to walk into any room and make the call\nSupport the CCO with board and QBR materials - key data, analysis and outcomes\nRepresent the CCO's data-backed point of view in cross-functional executive forums - Product, Sales, Finance, Marketing\nOwn renewal forecast visibility and pipeline risk reporting so the CCO sees exposure before it becomes a surprise\n2. Customer Health, Risk & Retention Economics\nOwn the customer health and risk model - signal selection, weighting, and correction based on churn postmortems\nOwn the NRR, GRR, and cost-to-serve economics that explain why the numbers move, not just that they moved\nOwn capacity and coverage modeling - accounts per resource by segment, tier, and complexity - to support resourcing calls\n3. Operating Cadence Across the Leadership Team\nSupport 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\nEnsure reporting logic is documented, reproducible, and auditable\n4. Voice of Customer & Platform Enablement\nRun the Voice of Customer program - structured feedback loops that feed product roadmap and GTM priorities, backed by data rather than anecdote\nOwn the CS tooling and platform roadmap, including how AI agents and modern tooling get adopted inside the CS organization itself\n5. Strategic Initiatives & Execution Direction\nSupport the CCO with key initiatives that cut across the leadership team - operating model changes, segmentation shifts, M&A integration - to closure\nDirect India-based analytical support on the underlying data production so you stay focused on the analysis and the decisions, not the pulls\nTake on ad hoc strategic analysis - pricing, packaging, competitive questions - as they arise\nPosition Requirements\n8+ years of experience in Strategy, Business Operations, Revenue Operations, and/or Customer Success Operations within a high-growth B2B SaaS or enterprise software company\nManagement consulting experience with a top-tier consulting firm\nDemonstrated ability to build and own an operating cadence across a multi-function leadership team, not just one team\nOwned a health/risk model and retention economics (NRR, GRR, cost-to-serve) end to end\nExecutive communication: has produced board-level materials\nComfortable directing analytical support and leading through influence across peers who don't report to you\nStrong command of CRM, CS platforms, and analytics/BI tools; advanced Excel and SQL\nMBA from a top program strongly preferred\nSuccess Metrics\nCCO Leverage: measurable increase in the CCO's time available for external stakeholders and long-term strategy, not spent producing or defending numbers\nNDR Impact: retention and expansion trends demonstrably informed by the models and interventions this role drives\nCross-Leadership Execution: CCO-sponsored initiatives land on time across a leadership team this role doesn't manage\nDecision Quality: leadership decisions across CS, delivery, and cost-to-serve are traceably better because of the intelligence this role produces\nBenefits\n100% coverage of Health Care Plan (Medical, Dental & Vision)\nRetirement Plan (401k, IRA)\nLife Insurance (Basic, Voluntary & AD&D)\nUnlimited Paid Time Off (Vacation, Sick & Public Holidays)\nShort Term & Long-Term Disability\nWork From Home\nStock Option Plan\nSkan 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.","description_format":"text","description_chars":6739,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Automation (BPA)","Analytics Platforms","Computer Vision","Industrial AI"],"lifecycle":[{"event":"open","at":"2026-09-20T01:57:41Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":63,"reasons":["conf:0","velocity","win:early","comp:attention"],"computed_at":"2026-09-23T05:45:00Z"},"pay":{"stated_usd_annual":205000,"is_top_pay":true},"html_url":"https://alion.io/job/skan-ai-principal-customer-success-operations","json_url":"https://alion.io/job/skan-ai-principal-customer-success-operations.json","meta":{"generated_at":"2026-09-23T15:03:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}