Customer Success Director
Anaplan
Customer Success Director
Anaplan
full-time
Posted on:
Location Type: Office
Location: New York City • New York • 🇺🇸 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 (individual contributors) and oversee a strategic set of Enterprise customers.
- 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 key performance metrics including retention, contribution of 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 GTM and commercial mindset to drive strategic alignment, tactical execution, influence decisions, and secure commercial and operational commitments.
- Ensure execution of business excellence programs to enable successful implementations, measurable business value, and risk mitigation.
- Regularly interact with customer success, sales, professional services, partner alliances, product, support, legal, and operations; report to AVP/VP of Customer Success.
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
- Base Salary Range: $200,000—$271,000 USD
- Inspired, connected, developed and rewarded here
- Commitment to Diversity, Equity, Inclusion and Belonging (DEIB)
- Reasonable accommodation for individuals with disabilities to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and privileges of employment
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
financial analysisbusiness planningforecastingagile software implementationcustomer success strategyrisk managementperformance metricsSaaSenterprise performance managementmulti-dimensional modeling
Soft skills
leadershipcommunicationcollaborationanalytical skillsstrategic thinkingproblem-solvingorganizationvalues-drivenlearning agilityresults-oriented
Certifications
Bachelor’s degreeMBA
