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
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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.
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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.
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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.
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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.
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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
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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
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Education
- Bachelor s degree in business administration, Engineering, Computer Science, or a related field required.
- Master s degree (MBA or equivalent) preferred.
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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
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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.
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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.
