Principal - Customer Success Operations

Location: Remote in Charlotte, NC (must reside locally or easily commutable to the Charlotte, NC metro area)

At 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.

We'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.

Backed 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.

Our 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.

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.

The 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.

It'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.

• 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 Q  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…