Principal Customer Success Business Partner

Anaplan • New York, NY

6d • $147,000 - $220,000

About The Position

The Principal Customer Success Business Partner (CSBP) plays a critical, strategic, and high-impact role within the GTM team, driving the success and growth of our Life Sciences customers. As a leader in the customer journey, the CSBP is the primary strategic partner who ensures the successful deployment, user adoption, and long-term health and value realization of Anaplan solutions. This role is not just about maintaining relationships but about leading the customer’s transformation—working closely with internal teams, including Partners, Professional Services, and Sales, to deliver unparalleled value and ROI. The CSBP takes a proactive, results-driven approach, positioning Anaplan as a key enabler for business success, owning customer outcomes and ensuring expansion and platform optimization. By aligning closely with both customers and internal teams, the CSBP is at the forefront of driving strategic expansion, unlocking new opportunities, and ensuring customers achieve full business transformation with Anaplan. This role is essential in shaping the overall success and impact of our GTM strategy.

Requirements

• 8+ years of experience in account management, consulting, or client services background is required
• Experience working with large-scale Life Sciences customers is a must have
• Customer-first mentality
• Proactive attitude & ability to manage independently and as part of a team
• Ability to react with urgency, and remain calm under pressure
• Strong project and program management experience
• Ability to multitask and prioritize daily and weekly tasks
• Run your own business mentality & drive
• Strong troubleshooting and problem-solving skills
• Curiosity: a strong desire to understand how and why a customer operates, what objectives they have in the marketplace, and how Anaplan can help them with their objectives
• Adapts well to change and is flexible
• Strong communication skills with the ability to communicate and translate technical information to all personas
• Able to use technology to handle their customer portfolio
• Model building, forecasting, and other applicable experience

Nice To Haves

• Experience in business planning including annual operating plans, forecasting, and modeling experience is a plus
• Experience with Corporate finance, supply chain and sales planning industries is a plus

Responsibilities

• Own and manage a portfolio of 10-15 strategic customers representing $10-15 million of ARR within our Life-Sciences vertical with the purpose of driving adoption, satisfaction, and retention.
• Serve as a trusted advisor and thought leader in leveraging Anaplan to achieve customers’ strategic objectives.
• Collaborate closely with Sales, Professional Services, and Partner teams to co-create and execute customer account strategies.
• Identify opportunities for upselling, cross-selling, and further expansion within existing accounts, focusing on business impact and maximizing ROI.
• Guide customers in aligning Anaplan capabilities with their key business goals.
• Enable a data-driven approach to planning and forecasting, demonstrating how Anaplan facilitates business agility and strategic decision-making.
• Continuously monitor customer engagement, platform utilization, and business outcomes.
• Build and execute tailored customer success plans to ensure consistent value delivery, and proactively address any challenges or barriers to success.
• Act as the voice of the customer internally, advocating for customer needs and feedback to influence Anaplan’s roadmap and innovation pipeline.
• Ensure customers are represented and championed across internal teams.
• Foster customer engagement by connecting them with the broader Anaplan community, user groups, and industry events.
• Promote the sharing of best practices to drive collaboration and knowledge exchange.
• Partner with internal support teams to resolve platform challenges, maintaining customer trust and confidence.
• Ensure customers are equipped with the knowledge and tools needed to leverage Anaplan effectively.
• Drive customer enablement initiatives through training programs, workshops, and onboarding sessions to support sustainable user adoption.

Benefits

• Our Commitment to Diversity, Equity, Inclusion and Belonging (DEIB)
• We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business.
• DEIB improves our workforce, enhances trust with our partners and customers, and drives business success.
• Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader.
• We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique.
• We hire you for who you are, and we want you to bring your authentic self to work every day!
• We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment.
• Please contact us to request accommodation.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed