Customer Success Director
Anaplan
Customer Success Director
Anaplan
full-time
Posted on:
Location Type: Office
Location: Miami • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Manage a team of 3-5 field resources (individual contributors) and oversee a strategic set of customers within the Consumer industry vertical.
- Report to the AVP of Customer Success for the Consumer industry vertical and regularly interact with other senior leaders, including the VP of Customer Success.
- Work closely with 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.
- Execute company and Customer Success strategy to deliver business critical outcomes related to customer acquisition, implementation, adoption, and expansion.
- Lead and coach team to achieve quarterly business goals and drive key performance metrics including retention rates, contribution of qualified leads (CSQL), and NNACV expansion.
- Provide weekly and monthly business forecasts and perform rigorous inspection to drive forecast accuracy.
- Serve as client-facing champion and foster senior-level customer relationships across book of business; operate with a strong GTM and commercial mindset.
- Influence key decisions, secure commercial and operational commitments, and negotiate commercial agreements for software and related services.
- Ensure execution of business excellence programs to enable successful implementations, measurable customer value, and mitigation of customer risks.
- Measure success by customers’ ability to sustainably maintain and expand use of the Anaplan platform to transform their business.
- Travel up to 50% for customer and regional engagements.
Requirements
- Proven Track Record: Top performer with a proven track record of success.
- Business Acumen: Strong business IQ coupled with exceptional written and verbal communication skills and proven ability to interface and influence senior executives.
- Financial Expertise: Knowledge of business, finance, accounting, and strategy.
- Analytical Skills: Critical thinker with natural curiosity and the ability to consistently reprioritize and execute with speed and precision.
- Collaboration: World-class collaborator who is open to learning new concepts and values ideas from others.
- Leadership: Ability to define clear objectives, communicate goals, and hold others accountable. Outcome-oriented with a desire to make an impact.
- Industry Knowledge: Well-informed and educated on industry trends and events.
- Financial Analysis: Comfortable reading and interpreting financial results from 10K and other publicly available sources.
- Values-Driven: Values-based, inclusive, and empathetic.
- Organization: Extremely well-organized and capable of managing a demanding and evolving calendar.
- Ethics: Unwavering ethics and commitment to always doing the right thing.
- Results-Oriented: Desire to go above and beyond to deliver results and build a category-leading company.
- Strategic Thinking: Ability to align corporate goals with regional and team initiatives, shape strategy, and set vision for a large organization.
- Problem-Solving: Problem solver, capable of quickly identifying challenges and identifying actionable steps to resolve.
- Learning Agility: Fast learner, capable of synthesizing large volumes of information and identifying the most important points.
- Risk Management: Ability to identify risk early with the skill and knowledge to address before escalation.
- Communication: Ability to articulate complex ideas clearly and succinctly and develop customer-facing and executive-ready messages and presentations.
- Collaboration: Experience working with 3rd party consulting partners to support customer engagements.
- Operational Excellence: Commitment to business and operational excellence to drive world-class business performance.
- Technical Proficiency: Knowledge of agile software implementation methodologies.
- Customer Focus: Strong customer management skills with executive-level communication experience.
- People Development: Strong management and leadership experience, with experience cultivating talent.
- Business Planning: Knowledge of business planning and forecasting practices.
- 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. MBA a plus.
- A customer success orientated background, ideally with supporting enterprise performance management (EPM), multi-dimensional modeling platforms or another leading SaaS provider.
- Experience negotiating commercial agreements for software and related services, with ability to shape and influence commercial strategy for million-dollar agreements thoughtfully and creatively.
- Travel (up to 50%) is expected, largely within region.
Benefits
- Commitment to Diversity, Equity, Inclusion and Belonging (DEIB)
- Reasonable accommodation for individuals with disabilities
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
financial analysisbusiness planningforecastingagile software implementationcustomer success strategycustomer acquisitioncustomer retentionnegotiationperformance metricsSaaS
Soft skills
leadershipcommunicationcollaborationstrategic thinkingproblem-solvinganalytical skillsorganizationlearning agilityvalues-drivenresults-oriented
Certifications
Bachelor's degreeMBA
