Principal - Customer Success & Transformation in London

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.

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.

ABOUT THE ROLE: As a Sr Principal / Principal Customer Success, you will play a strategic role in driving customer value realization and long-term success across enterprise accounts. You will own the end-to-end customer lifecycle—from onboarding and implementation to adoption, value delivery, and expansion—while acting as a trusted advisor to senior stakeholders. This role requires a strong blend of consulting, program management, data-driven insights, and relationship leadership to ensure customers successfully leverage the platform to achieve measurable business outcomes.

WHAT YOU'LL DO:

• Customer Value & Strategic Partnership: Act as a trusted value delivery partner for assigned enterprise customers. Drive customer value realization by aligning customer objectives with platform capabilities. Provide strategic guidance, consulting, and best practices throughout the customer lifecycle. Understand customer landscapes, business priorities, and transformation initiatives.
• Customer Lifecycle Management: Own and oversee all phases of the customer journey including onboarding, implementation, training, adoption, expansion, and ongoing support. Ensure customers successfully adopt the platform and achieve targeted business outcomes.
• Program & Stakeholder Management: Lead complex customer programs in partnership with solution delivery teams. Coordinate across engineering, product, and delivery teams to ensure successful implementation. Build strong relationships with business leaders, technology stakeholders, and vendor management teams.
• Customer Success Metrics & Reporting: Track and manage key Customer Success metrics including product adoption, license utilization, business value delivered, customer satisfaction, and renewals. Maintain accurate and up-to-date records within Customer Success tools and reporting platforms.
• Executive Engagement & Governance: Deliver executive briefings and strategic updates to senior customer stakeholders. Drive governance activities including Quarterly Business Reviews (QBRs), program reporting, and risk management.
• Customer Adoption & Expansion: Monitor and drive goals around product adoption, license utilization, and customer success outcomes. Partner with Sales teams on renewals, upsell, and cross-sell opportunities. Identify growth opportunities within existing accounts.
• Knowledge Sharing & Thought Leadership: Develop customer case studies, success stories, and project learnings. Share insights internally to improve product, delivery, and customer experience. Organize workshops and promote industry best practices.
• Customer Enablement: Lead onboarding initiatives, change management programs, and training sessions. Facilitate certification programs and workshops to accelerate adoption.

QUALIFICATIONS: What We're Looking For: Bachelor's Degree in a relevant field. 12–18 years of professional experience, preferably in customer-facing roles such as Customer Success, Transformation, Consulting, or Program Management. Experience working with technologies such as automation, process and task mining, business process management, workforce intelligence, or desktop process analytics. Strong program and project management capabilities with experience managing enterprise engagements. Ability to collaborate effectively with engineering, product, and delivery teams. Strong data analysis skills to provide insights for process optimization, cost reduction, and operational efficiency. Knowledge of Lean Six Sigma principles and process re-engineering methodologies. Fluency in Spanish, German or Italian.

Preferred Qualifications: Strong interpersonal and relationship-building skills. Excellent communication and presentation capabilities, including executive-level interactions. Demonstrated experience managing complex enterprise customer engagements. Professional experience in Financial Services and/or Insurance industries. Certification or practical experience in Six Sigma or process improvement methodologies.