Anaplan

Customer Success Director

Anaplan

full-time

Posted on:

Location Type: Office

Location: Miami • 🇺🇸 United States

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Job 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

Applicant Tracking System 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