VP, Customer Success Operations

Anaplan•New York, NY

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! Job Description – Vice President of Operations, Customer Success New York City / San Francisco / Miami/ Minneapolis Anaplan is looking for a driven and dynamic Vice President, Customer Success Operations to lead our CS Operations Organization. In this role, you will lead and contribute to strategic projects that enhance our Customer Success processes, improve operational efficiency, and own the infrastructure that improves customer interactions and outcomes. This position plays a critical role in enabling our Customer Success team to achieve ambitious goals while driving continuous improvement and transformative change. Ideally, you have helped scale a hypergrowth business. You are a detail-oriented operator who is passionate about both the art and science of Customer Success. Most importantly, you have strong opinions on the best way to engage with and motivate the Customer Success teams, and you will thrive in an entrepreneurial environment that will give you a unique opportunity to prove your ideas out.

Requirements

15+ years of relevant Customer Success operations experience in a fast-growing sales organization
Experience working with enterprise technology companies. SaaS experience is a preference
Experienced leading successful cross-functional initiatives in mid-sized or large organizations (1000+ employees)
Proven skills in post-sales forecasting, customer health and reporting
Strong Influencing skills in a matrixed organizational structure
Excellent analytical skills with experience overseeing and managing business metrics, productivity and outcomes and presenting such metrics to the executive and board level
Ability to plan manage and deliver multiple concurrent and complex workstreams in a matrixed organization with aggressive timelines
Ability to manage high volumes of work, prioritize multiple responsibilities and be effective in fast-paced work environments

Nice To Haves

Customer Success leadership experience is a plus
Experience using Anaplan and Salesforce is preferred

Responsibilities

Lead the team to define and map the customer journey from an “outside-in” perspective, and then align Anaplan’s key cross-functional processes to support and deliver maximum customer value and satisfaction
Lead all aspects of the post-sales operations design including pross collaboration with Sales, Marketing, Product, Sales Operations, Alliances, and Professional Services
Responsible for CS partnership with corporate teams and sales operations
Lead operations for global renewals, including forecasting customer renewals and board reporting
Responsible for the development and delivery of Customer Field effectiveness and efficiency improvements in customer Retention and Expansion capabilities for Anaplan CS field teams, including: Customer journey development Customer lifecycle management of processes and playbooks Customer health scoring and predicting renewals Systems that expose data and analytics to measure results for Customer Success across all field engagement
Work closely with the Sales leadership team to align pipeline performance with quarterly and annual churn and expand targets
Identify potential risks to achieving Customer Success goals and develop mitigation strategies
Collaborate with Sales Operations to continuously refine and improve sales processes and methodologies to increase pipeline efficiency and sales conversion
Oversee the design, implementation, and optimization of post-sales processes, tools, and systems
Ensure seamless communication and alignment across Go-to-Market teams
Lead the performance infrastructure team and drive improvements in automated analysis and dashboards
Regularly monitor and analyze Customer Success pipeline metrics, including customer renewal conversion rates and forecast accuracy
Lead Customer Success forecasting by presenting pipeline and renewal insights to predict future commercial activity with existing customers
Monitor data accuracy and integrity within CRM and related systems
Foster strong relationships with cross-functional teams to ensure project success and operational alignment
Act as a trusted advisor to post-sales leadership, providing insights and recommendations to drive growth, both at the corporate and region level