Customer Success Director

Anaplan • San Francisco, CA

132d • $200,000 - $271,000

About The Position

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, LinkedIn, 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. In this role, based in San Francisco, you will manage a team of 3-5 field resources (individual contributors) and oversee a strategic set of customers within the Consumer industry vertical. You will be a front-line leader, who reports directly to the AVP of Customer Success for the Consumer industry vertical. 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.

Requirements

• Minimum five years of experience working in SaaS with 3-5 years of prior management experience.
• Bachelor's degree, with focus on business, finance, marketing, operations, supply chain, technology, or other field with demonstrated relevance.
• Proven track record of success as a top performer.
• Strong business IQ coupled with exceptional written and verbal communication skills.
• Knowledge of business, finance, accounting, and strategy.
• Critical thinker with natural curiosity and the ability to consistently reprioritize and execute with speed and precision.
• Ability to define clear objectives, communicate goals, and hold others accountable.
• Well-informed and educated on industry trends and events.
• Comfortable reading and interpreting financial results from 10K and other publicly available sources.
• Extremely well-organized and capable of managing a demanding and evolving calendar.
• Unwavering ethics and commitment to always doing the right thing.

Nice To Haves

• MBA a plus.
• Experience negotiating commercial agreements for software and related services.
• Experience working with 3rd party consulting partners to support customer engagements.
• Knowledge of agile software implementation methodologies.

Responsibilities

• Execute the overall company and Customer Success strategy to deliver business critical outcomes related to customer acquisition, implementation, adoption, and expansion.
• Lead and coach your team to achieve quarterly business goals and drive key performance metrics including best in class retention rates, strong and consistent contribution of qualified leads for new business (CSQL), and NNACV expansion.
• Provide weekly and monthly business forecasts related to key metrics, with emphasis on rigorous inspection to drive forecast accuracy.
• Serve as client facing champion and foster senior level customer relationships across your book of business.
• 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.
• Ensure the execution of key business excellence programs designed to ensure successful Anaplan implementations and help customers achieve measurable business value.
• Identify and mitigate customer risks that emerge due to evolving business conditions.

Benefits

• Base Salary Range: $200,000 - $271,000 USD
• Commitment to Diversity, Equity, Inclusion and Belonging (DEIB).
• Reasonable accommodation for individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree