Customer Success Manager

As a Customer Success Manager, you will have the opportunity to play a crucial part in all stages of the customer relationship and have high-level monitoring control and ownership of the customer lifecycle. Our Customer Success Managers will focus on implementing and expanding our offerings within customer accounts, increasing customer retention, delivering value-based metrics, and driving customer satisfaction. We're looking for a customer-focused leader with success in delivering exceptional client satisfaction and complex process transformation programs.

What you will do at Skan :

• Become a trusted value delivery partner for assigned clients – Customer Value management and delivery, project reporting, governance and consulting
• Program Management (In partnership with solutions delivery leads) : All phases of engagement from onboarding, implementation, training, and ongoing support to help our customers recognize value across the journey.
• Report and track all CS metrics in the tool and keep information up-to-date
• Demonstrate deep expertise in Skan product and industry and provide consulting and best practices throughout the lifecycle
• Understand customer landscape, problem space, value-based metrics and align with Skan capabilities
• Build relationships across business owners, technology leaders, and vendor management
• Monitor and achieve goals around Skan adoption, license usage, business outcomes, renewals, and revenue expansion
• Build and share customer case studies, project learnings and radiate within other teams
• Gather intelligence on customer initiatives, priorities, and leadership directions
• Renewals in partnership with Sales
• Usage of licenses (in Production)
• Provide executive briefings and status updates
• Program governance : QBRs, Reports, and Risk Management
• Organizing customer onboarding, change management, and training / certification
• Organizing workshops and industry practices

Need to have :

Nice to have :

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