Director - Customer Success

The Customer Transformation Leader (CTL) is a senior executive role within our Customer success and transformation organization, accountable for growing and protecting customer revenues, delivering strategic transformation outcomes, and aligning Skan's impact with the strategic goals of our clients. The CTL leads a high-performing team of Customer Success Managers (CSMs) across a portfolio of enterprise accounts and acts as the primary architect of customer lifetime value, NPS, retention, and expansion. As a champion of both operational excellence and customer innovation, the CTL brings industry thought leadership and orchestrates proactive, value-driven engagement across all client touchpoints.

Key Responsibilities

• Strategic Account Leadership & Executive Engagement
• Lead account planning initiatives aligned with customer business goals and drive the strategic alignment of Skan's solutions with client scorecards.
• Establish, maintain, and deepen executive relationships, serving as a trusted advisor and thought leader to executive stakeholders.
• Map customer organizations to identify key decision-makers, influencers, and advocates for maximizing strategic influence.
• Transformation Delivery & Road mapping
• Collaborate with customer and partner stakeholders to define and own transformation roadmaps and strategic blueprints that advance client objectives.
• Lead the design and execution of transformation and solutioning workshops—directly or in partnership with consulting, SI, or technology partners—to unlock new value, address operational bottlenecks, and accelerate outcomes.
• Translate customer goals into actionable programs, ensure delivery excellence, and oversee program governance, including QBRs/EBRs, COE set-up, and executive forums.
• Value Management and ROI Demonstration
• Lead value management initiatives along with CSM's to ensure that customers achieve measurable ROI from Skan implementations.
• Develop, track, and communicate value realization frameworks that quantify business impact, linking Skan outcomes to customer KPIs and strategic objectives.
• Enable customers to build internal business cases and secure ongoing sponsorship by showcasing tangible financial and operational benefits delivered by Skan.
• Industry Vertical Expertise & Thought Leadership
• Serve as an industry subject matter expert, bringing deep knowledge of customer verticals (e.g., BFSI, Healthcare, Insurance, Manufacturing) to contextualize Skan's impact on industry-specific challenges.
• Proactively share market perspectives, regulatory trends, and operational benchmarks to guide solutioning and drive customer innovation.
• Develop and present industry best practices, customer case studies, and enablement materials to position Skan as a trusted partner.
• Revenue Growth & Customer Value Management
• Own and drive cross-sell and upsell and expansion strategies to maximize Net Revenue Retention (NRR), customer lifetime value, and portfolio profitability.
• Manage and improve financial metrics, including NPS, NDR, churn, margins, and cost-to-serve.
• Build strong client references, secure customer advocacy, and drive the creation of case studies and testimonials.
• Evangelize new product features pertaining to customers vision and provide thought leadership on the impact of the same
• Work in collaboration with the sales representatives to maintain the account playbook and strategy and revenue growth plans
• CSM Team Leadership & Enablement
• Coach and enable a team of CSMs to enhance their performance, impact, and career growth.
• Establish and disseminate customer success best practices and delivery standards across the team.
• Oversee risk management and act as the escalation point for critical customer issues, ensuring proactive and sustainable resolutions with the program delivery teams

Success Metrics

• Customer Lifetime Value (CLV), NDR, and account growth (upsell/cross-sell)
• Workshop and blueprint delivery, adoption of industry-specific solutions
• Churn rates and overall customer health
• Value realized and ROI delivered from Skan implementations
• Number and quality of transformation workshops, case studies, and reference wins

Qualifications & Experience

• Education
• Bachelor's degree in business administration, Engineering, Computer Science, or a related field required.
• Master's degree (MBA or equivalent) preferred.
• Professional Experience
• 12+ years of progressive experience in customer success, management consulting, digital transformation, or enterprise solution delivery, with at least 5 years in a senior leadership or client-facing executive role.
• Proven track record of leading customer transformation initiatives and managing multi-million-dollar enterprise portfolios in AI, automation, or process intelligence platforms.
• Demonstrated success in driving measurable business outcomes (ROI, cost savings, revenue growth, NPS, CLV) through technology-enabled change.
• Significant experience in designing and delivering transformation roadmaps, strategic blueprints, and customer workshops—directly or in partnership with global consulting firms, SIs, or technology partners.
• Deep industry expertise in BFSI and familiarity with regulatory and operational challenges unique to this sector
• Leadership & Skills
• Strong executive presence with the ability to build and maintain trusted relationships with C-level stakeholders and decision-makers.
• Outstanding team leadership, coaching, and people development skills—able to inspire, motivate, and elevate cross-functional teams.
• Strategic thinker with analytical rigor; able to translate high-level goals into actionable plans and measurable results.
• Superior communication and presentation skills, capable of leading executive forums, workshops, and value demonstrations.
• Adept at managing complex programs, governance, and escalations across multiple stakeholders and customer environments.
• Experience working in fast-paced, high-growth, and globally distributed teams.
• Additional Preferred Attributes
• Experience with process intelligence, automation, AI/ML, or data-driven transformation platforms.
• Passion for continuous learning, industry thought leadership, and driving innovation at the intersection of technology and business value.