Principal / Sr. Principal, Customer Value Manager

Be at the Forefront of the Agentic AI Revolution
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.
Why Skan AI
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.
Location
Remote (United States or Canada), with some travel to client sites for QBRs, executive readouts and workshops.
The problem you’ll help solve
Enterprises are under pressure to transform with AI, but most don’t have a clear picture of how work actually gets done today, so it’s hard to know where AI will pay off. Skan gives them that picture. Our process intelligence and context layer shows how work really flows across people and systems. From there, we help customers decide where to transform, shape their AI roadmaps, and build AI agents that put those decisions into action.
None of that matters unless customers see the results. Value shows up when someone connects what Skan delivers to what leadership cares about (cost, capacity, customer experience, risk) and turns it into decisions and measurable outcomes. This role makes sure every customer can say clearly what Skan is worth to them.
The role
You’ll own a portfolio of strategic enterprise accounts in one or more industry verticals and be accountable for their success: the health of each relationship, the delivery of each program, and the value each customer gets from Skan. Over time, you’ll connect Skan to each customer’s broader AI and transformation goals, from process intelligence through to the AI agents we build with them.
You’ll report to a Practice Leader and work closely with Sales, Customer Success Managers (CSMs), and our delivery and engineering teams. You do whatever it takes to make your accounts successful. Sometimes that means bringing in the right people; often it means rolling up your sleeves and doing it yourself.
What you’ll do
Run the account

• Own delivery across your accounts: run the program cadence and governance, and work with cross functional teams so commitments are met
• Manage risks and escalations with customer and internal stakeholders, get to the root cause (adoption, sponsorship or value gap), and bring in your Practice Leader when needed
• Handle and resolve customer requests on your accounts

Customer relationships

• Build trusted relationships with customer stakeholders up to the executive level, and set and manage their expectations
• Map the stakeholders across each account, build relationships beyond your day-to-day contacts, and earn introductions into new parts of the business
• Run QBRs and executive reviews framed around business outcomes, not product usage • Own customer satisfaction and make your accounts referenceable
• Connect customers with the right people across Skan, including Sales, Product, Field Engineering and Solution Engineering

Value and impact

• Build expertise in your customers’ processes and business problems, and in where Skan applies
• Use Skan’s process data to form a point of view, and bring findings and recommendations to customer leadership
• Apply Skan’s value frameworks to measure the impact customers get, and build account-level business cases for renewal and expansion
• Contribute to AI and transformation road-mapping alongside your Practice Leader, linking Skan to each customer’s priorities

Growth and retention

• Own retention and growth across your accounts
• Earn the next phase of work by delivering results, and partner with Sales on each expansion opportunity
• Spot where Skan can go further, from new process intelligence use cases to AI roadmap and agent opportunities
• Lead product demonstrations, discovery and product-awareness sessions for customers

Team contribution

• Coach and support the CSMs working on your accounts, and help recruit and onboard new team members
• Help improve how we onboard and enable customers, including onboarding processes, tutorials and other materials

What you’ll bring
Need to have

• Bachelor’s degree
• 10+ years of professional experience managing large enterprise relationships
• 5+ years working with enterprise clients at a SaaS company or consulting firm
• 5+ years of program and project management responsibility
• Experience coaching or leading others, and working closely with Field Engineering and Solution Engineering teams
• Experience delivering digital transformation initiatives
• 5+ years of experience in one or more industry verticals such as banking, financial services, insurance or healthcare • Experience building business cases or ROI analyses that customer stakeholders used to make decisions
• Comfortable presenting to senior executives

Nice to have

• Background in management consulting, value engineering/value consulting, or process excellence (Lean, Six Sigma, process mining)
• 2+ years of start-up experience
• Experience with process intelligence, automation or AI platforms

Who we’d love to hear from
Strong candidates could come from different paths: customer success or account management at an enterprise software company, value engineering, or consulting. What they share is real curiosity about the customer’s business, not just the product, and a drive to own outcomes rather than just advise on them.
Skan 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