Customer Success Manager

• Handle a portfolio of Enterprise Customers (ARR ~$5.0M) to improve customer value, secure renewals, and identify growth opportunities
• Be the primary Anaplan point of contact and trusted adviser during the customer lifecycle
• Work as part of an account team and utilize internal resources to execute account strategy
• Spot opportunities within existing customers to deliver value and grow the Anaplan footprint
• Connect customers to Product, Support, Community, Sales, and partners as needed
• Proactively monitor customer end-user adoption and sponsorship; build action plans to remedy low adoption
• Guide and support customers to secure strong adoption and align platform expansion to business objectives
• Enable customers to achieve business transformation by mapping goals to platform capability
• Promote engagement through community usage, user groups, and events (CPX, Master Anaplanner Program)
• Educate customers on Platform Roadmap and run regular customer check-ins
• Work with Customers, Partners, and Professional Services to ensure implementation success and service quality
• Coach customers on delivery models and change management frameworks
• Support and collaborate with Anaplan partners and mediate technical/platform issues
• Ensure proactive ticket resolution and handle customer concerns
• Advocate model-building best practices
• Safeguard high CSAT/NPS scores and improve customer relationships to reduce detractors and build champions

Customer Success Business Partner

Customer Success Director