Customer Success Director

Overview

At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market.

What unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture.

Our customers rank among the who’s who in the Fortune 50. Coca‑Cola, Linked In, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best‑in‑class platform.

Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebrating our wins – big and small.

Supported by operating principles of being strategy‑led, values‑based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let’s build what’s next - together!

Anaplan is looking for a highly driven and dynamic CUSTOMER SUCCESS DIRECTOR
. This role is based in New York but we are open to applicants within close proximity of NY. You will manage a team of 3-5 field resources (individual contributors) and oversee a strategic set of customers within the Enterprise industry.

You will be a front‑line leader, who reports directly to the AVP of Customer Success for the Enterprise industry. You will work closely with other front‑line leaders from customer success, sales, professional services, partner alliances, product, support, legal, and operations to drive customer outcomes and ensure business performance targets are achieved. This is a great opportunity for an experienced manager with 3-5 years of leadership experience.

Your primary objective will be to execute the overall company and Customer Success strategy to deliver business‑critical outcomes related to customer acquisition, implementation, adoption, and expansion.

You will be responsible for leading and coaching your team to achieve quarterly business goals and driving key performance metrics including best‑in‑class retention rates, strong and consistent contribution of qualified leads for new business (CSQL), and NNACV expansion to grow the existing customer base. You will also be responsible for providing weekly and monthly business forecasts related to these key metrics, with emphasis on rigorous inspection to drive forecast accuracy.

As a Customer Success leader, you will be expected to serve as client‑facing champion and foster senior‑level customer relationships across your book of business. As such, you must operate with a strong go‑to‑market (GTM) and commercial mindset to drive strategic alignment, ensure tactical execution, influence key decisions, and secure commercial and operational commitments that strengthen customer relationships.

In addition, you will be responsible for ensuring the execution of key business excellence programs that are designed to ensure successful Anaplan implementations, help customers achieve measurable business value from their investment, and identify and mitigate customer risks that emerge due to evolving business conditions.

Success in this role will be measured by how effectively your customers are able to sustainably and cost‑effectively maintain and expand their use of the Anaplan platform to transform their business.

You must be obsessed with customer excellence and demonstrate your passion by motivating and inspiring your team to achieve outsized results. You are the kind of person who goes to bed each night knowing you gave your best effort, wakes up in the middle of the night thinking about solving customer problems and creating customer value, and starts each day with a determination to make a big impact.

You will report to the VP of Customer Success and regularly interact with other senior leaders in the organization.

• Proven Track Record:
  Top performer with a proven track record of success.
• Business Acumen:
  Strong business IQ coupled with exceptional written and verbal communication…