Skan AI · 11 hours ago
Director of Customer Strategy and Operations
United States
Full-time
Remote
Director/Executive
10+ years expSkan AI is seeking a Director of Customer Strategy and Operations who will be responsible for making customer strategy executable and scalable. This role involves driving alignment across Sales, Product, Finance, and Marketing to ensure customer engagement and value realization align with company growth objectives.
Artificial Intelligence (AI)
Responsibilities
Own annual and quarterly operating rhythms (OKRs, operating plans, QBRs), ensuring alignment to enterprise strategy, revenue targets, and customer outcomes
Represent the EVP in cross-functional executive forums, embedding the customer perspective into product roadmaps, GTM motions, and investment decisions
Produce board-ready materials, executive narratives, all-hands content, and monthly/quarterly business reviews with clarity, rigor, and executive presence
Lead high-impact, cross-functional initiatives on behalf of the EVP, including customer operating model redesigns, segmentation shifts, post-acquisition integration, and new product introductions
Design and continuously refine the end-to-end customer journey—from sales handoff through onboarding, adoption, expansion, renewal, and advocacy—identifying high-impact “moments of truth” for intervention
Own strategy, selection, adoption, and ROI of Customer Success platforms, ensuring data integrity, workflow standardization, and seamless integration across systems
Develop scalable, repeatable playbooks for onboarding, risk management, escalations, renewals, and expansion to drive consistency across teams and regions
Partner with CS leadership to operationalize best practices, tooling, and training programs that improve CSM effectiveness and customer outcomes
Build predictive customer health and risk models leveraging product usage, support signals, sentiment, and executive engagement indicators
Partner with Finance and RevOps to define, track, and forecast NRR, GRR, expansion, churn, and Customer Lifetime Value (CLTV)
Lead CSM capacity modeling, account segmentation, and portfolio balancing based on customer value, complexity, and growth potential
Translate complex data into clear executive insights that inform prioritization, investment decisions, and operational trade-offs
Ensure Customer Success processes, data, and metrics are tightly aligned with Sales and Marketing to eliminate handoff friction and ensure a unified customer experience
Define and operationalize high-touch, hybrid, and tech-touch engagement strategies by customer segment to enable efficient scale
Establish structured feedback loops between Customers, Product, Sales, and Marketing to influence roadmap prioritization, messaging, and GTM execution
Qualification
Required
10+ years of progressive leadership experience in Strategy, Business Operations (BizOps), Revenue Operations (RevOps), Customer Success Operations, or Management Consulting within a high-growth B2B SaaS, AI, cloud, or enterprise software environment
Demonstrated ability to design and scale customer operating models, governance frameworks, and execution playbooks across complex, global organizations
Strong command of CRM, Customer Success, and analytics platforms; proven ability to connect systems, data, and workflows to business outcomes
Exceptional written and verbal communication skills, with a track record of producing board-level materials and influencing senior executives
Proven ability to lead through influence in highly matrixed environments, aligning Sales, Product, Finance, Marketing, and Services around shared goals
Strong bias toward action, with the ability to move seamlessly between strategic planning, operational execution, and hands-on problem solving
Preferred
MBA from Top business school or equivalent advanced degree preferred; strong analytical and structured-thinking background expected
Benefits
Benefits
Equity
Company
Skan AI
Skan AI is the enterprise system of record for work intelligence, powering AI agents trained on operational reality, not documentation, system logs, or assumptions.
201-500 employees
H1B Sponsorship
Skan AI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2023 (2)
2022 (6)
2021 (2)
Funding
Current Stage
Growth StageTotal Funding
$54MKey Investors
Dell Technologies CapitalCathay Innovation
2022-03-30Series B· $40M
2020-10-27Series A· $14M
2020-01-30Seed
Leadership Team
Avinash Misra
CEO and co-founder
Manish Garg
Co-founder, COO/CPO
Recent News
2025-05-07
Google Patent
2025-02-07
Company data provided by crunchbase