Senior Manager, Customer Success Business Partner

$171,000 - $171,000/Yr

Anaplan - New York, NY

Full-time - Mid Level

New York, NY

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

At Anaplan, we are a team of innovators who are focused on optimizing business decision-making through our leading scenario planning and analysis platform so our customers can outpace their competition and the market. Our customers rank among the who's who in the Fortune 50, including Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer, among over 2,400 global companies that rely on our best-in-class platform. Our Winning Culture is the engine that drives our teams of innovators, where we champion diversity of thought and ideas, behave like leaders regardless of title, and are committed to achieving ambitious goals while celebrating our wins. Anaplan is looking for a highly driven and dynamic Customer Success Senior Manager. In this role, based in New York, you will manage a team of 3-5 field resources and oversee a strategic set of customers within the Financial and Business Services (F&BS) industry vertical. You will be a front-line leader, reporting directly to the AVP of Customer Success for the F&BS industry vertical. Your primary objective will be to execute the overall company and Customer Success strategy to deliver business-critical outcomes related to customer acquisition, implementation, adoption, and expansion. You will lead and coach your team to achieve quarterly business goals and drive key performance metrics, including best-in-class retention rates and strong contributions of qualified leads for new business. Additionally, you will provide weekly and monthly business forecasts related to these key metrics, emphasizing rigorous inspection to drive forecast accuracy. As a Customer Success leader, you will serve as a client-facing champion and foster senior-level customer relationships across your book of business, operating with a strong go-to-market mindset to drive strategic alignment and ensure tactical execution. Success in this role will be measured by how effectively your customers can sustainably and cost-effectively maintain and expand their use of the Anaplan platform to transform their business. You must be obsessed with customer excellence and demonstrate your passion by motivating and inspiring your team to achieve outsized results. You will report to the AVP of Customer Success for F&BS and regularly interact with senior leaders in the organization, including the CCO and CRO.

Responsibilities

• Manage a team of 3-5 field resources and oversee a strategic set of customers within the Financial and Business Services (F&BS) industry vertical.
• Execute the overall company and Customer Success strategy to deliver business-critical outcomes related to customer acquisition, implementation, adoption, and expansion.
• Lead and coach your team to achieve quarterly business goals and drive key performance metrics, including retention rates and contributions of qualified leads for new business.
• Provide weekly and monthly business forecasts related to key metrics, emphasizing rigorous inspection to drive forecast accuracy.
• Serve as a client-facing champion and foster senior-level customer relationships across your book of business.
• Drive strategic alignment and ensure tactical execution to influence key decisions and secure commitments that strengthen customer relationships.
• Ensure the execution of key business excellence programs designed to ensure successful Anaplan implementations and help customers achieve measurable business value.
• Identify and mitigate customer risks that emerge due to evolving business conditions.

Requirements

• Minimum five years of experience working in SaaS as a high performing individual contributor or 1-2 years of prior management experience.
• Bachelor's degree, with a focus on business, finance, marketing, operations, supply chain, technology, or other relevant fields; MBA is a plus.
• A customer success-oriented background, ideally with supporting enterprise performance management (EPM) or multi-dimensional modeling platforms.
• Experience negotiating commercial agreements for software and related services, with the ability to shape and influence commercial strategy for million-dollar agreements.
• Strong business acumen with exceptional written and verbal communication skills and proven ability to interface and influence senior executives.
• Knowledge of business, finance, accounting, and strategy.

Nice-to-haves

• Experience working with 3rd party consulting partners to support customer engagements.
• Knowledge of agile software implementation methodologies.
• Experience cultivating talent and strong management and leadership experience.

Benefits

• Competitive salary range of $171,000—$232,000 USD.
• Commitment to diversity, equity, inclusion, and belonging in the workplace.