Customer Success Business Partner - DACH

The Customer Success Business Partner is responsible for ensuring the successful deployment, user adoption, and ongoing health of customers and their Anaplan solutions. They act as the primary contact for customers, working alongside partners and professional services teams to provide training, implementation support, and manage customer satisfaction. The CSBP also plays a strategic role in maximizing customer ROI, securing contract renewals, and identifying opportunities for account growth. They are proactive in monitoring customer adoption, aligning platform expansion plans with business objectives, and promoting engagement with Anaplan through community usage and events. Overall, the CSBP plays a crucial role in driving customer success and building strong relationships.

• Maximize customer ROI and secure contract renewal
• Act as the primary point of contact and trusted advisor for customers throughout their lifecycle
• Work with account team and internal resources to execute on account strategy
• Identify opportunities to create sales pipeline and grow the account
• Connect customers to other areas of Anaplan and the partner network
• Proactively monitor customer adoption and build action plans to improve if needed
• Guide and support customers to secure strong adoption
• Align platform expansion plans with key business objectives
• Enable customers to achieve business transformation with Anaplan
• Promote and support engagement with Anaplan through community usage, user groups, and events
• Educate customers on the platform roadmap
• Run regular scheduled customer check-ins
• Ensure implementation success and exceed customer expectations
• Coach customers on delivery model and change management framework
• Support and collaborate with Anaplan partners
• Mediate and resolve technical/platform issues
• Handle issue escalation and proactive ticket deflection
• Advocate model building best practices with customers
• Safeguard high CSAT/NPS scores and improve customer relationships
• Demonstrate German proficiency
• Prioritize customer needs and react with urgency
• Strong project and program management experience
• Ability to multitask and prioritize
• Run and support own book of business
• Strong troubleshooting and problem-solving skills
• Adapt well to change and remain flexible
• Strong communication skills and ability to translate technical information
• Leverage technology to handle customer portfolio

• German full proficiency
• Customer first mentality
• Proactive attitude
• Ability to react with urgency and remain calm under pressure
• Strong project and program management experience
• Ability to multitask and prioritize
• Run your own business mentality and drive
• Strong troubleshooting and problem-solving skills
• Curiosity
• Account management or client services background
• Adapts well to change and flexible
• Strong communication skills with the ability to communicate and translate technical information to all
• Run and support your own book of business
• Able to leverage technology to handle their customer portfolio
• Model building best practices

• Workplace where each person feels seen, heard, and valued
• Opportunity to contribute unique talent to collective effort
• Customer Success Business Partner responsible for successful deployment, user adoption, and ongoing health of customers and their Anaplan solutions
• Key contact for customers, handling escalations and ensuring customer satisfaction
• Maximizing customer ROI and securing contract renewal
• Being the primary Anaplan point of contact and customer trusted adviser
• Working as part of an account team and utilizing internal resources to execute on account strategy
• Spotting opportunities to create sales pipeline and grow the account
• Connecting the customer to other areas of Anaplan, including Product, Support, Community, Sales, and partner network
• Proactively monitoring customer end user adoption and sponsorship
• Guiding and supporting customers to secure strong adoption
• Aligning Platform Expansion plans to key business objectives
• Enabling customers to achieve business transformation with Anaplan
• Promoting and supporting engagement with Anaplan through community usage, user groups, and event participation
• Educating customers on the Platform Roadmap
• Ensuring implementation success and service quality exceeds customer expectations
• Coaching customers to create and manage a delivery model and change management framework
• Supporting and collaborating with Anaplan partners
• Handling issue escalation and ensuring proactive ticket deflection
• Advocating model building best practices with customers
• Safeguarding high CSAT/NPS scores and improving customer relationships
• German full proficiency required
• Customer first mentality
• Proactive attitude
• Strong project and program management experience
• Ability to multitask and prioritize
• Strong troubleshooting and problem-solving skills
• Curiosity
• Account management or client services background
• Adapts well to change and flexible
• Strong communication skills
• Ability to leverage technology to handle customer portfolio
• Model building, forecasting, and planning experience a plus
• Commitment to diversity, inclusion, and belonging
• Reasonable accommodation for individuals with disabilities
• Fraud recruitment disclaimer