Customer Success Director
Anaplan
Customer Success Director
Anaplan
full-time
Posted on:
Location Type: Office
Location: San Francisco • California • 🇺🇸 United States
Visit company websiteSalary
💰 $200,000 - $271,000 per year
Job Level
Lead
About the role
- Manage a team of 3-5 field resources and oversee a strategic set of customers within the Consumer industry vertical
- Serve as a front-line leader reporting to the AVP of Customer Success for the Consumer vertical and report to the VP of Customer Success
- Work closely with front-line leaders across customer success, sales, professional services, partner alliances, product, support, legal, and operations to drive customer outcomes
- Execute company and Customer Success strategy to deliver outcomes related to customer acquisition, implementation, adoption, and expansion
- Lead and coach team to achieve quarterly business goals and drive metrics including retention, qualified leads (CSQL), and NNACV expansion
- Provide weekly and monthly business forecasts with emphasis on 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 go-to-market (GTM) and commercial mindset to drive strategic alignment, ensure tactical execution, influence decisions, and secure commercial and operational commitments
- Ensure execution of business excellence programs to enable successful implementations and measurable customer business value
- Identify and mitigate customer risks arising from evolving business conditions
- Measure success by customers' ability to sustainably and cost-effectively maintain and expand their use of the Anaplan platform
- Motivate and inspire team to achieve outsized results; engage with senior leaders across the organization
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
- 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: 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 with Partners: 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
- Experience: Minimum five years of experience working in SaaS with 3-5 years of prior management experience
- Education: Bachelor’s degree, with focus on business, finance, marketing, operations, supply chain, technology, or other relevant field; MBA a plus
- Domain: Customer success oriented background, ideally with EPM, multi-dimensional modeling platforms or another leading SaaS provider
- Commercial Experience: Experience negotiating commercial agreements for software and related services for million-dollar agreements
- Travel: Willingness to travel up to 50% (largely within region)
Benefits
- Base Salary Range: $200,000—$271,000 USD
- 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 implementation methodologiescustomer success strategymetrics trackingrisk managementcustomer acquisitionimplementationadoption
Soft skills
leadershipcommunicationcollaborationanalytical skillsstrategic thinkingproblem-solvingorganizationvalues-drivenlearning agilityresults-oriented
Certifications
Bachelor’s degreeMBA
