Customer Success Director

At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market.

What unites Anaplanners across teams and geographies is our collective commitment to our customers' success and to our Winning Culture.

Our customers rank among the who's who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in-class platform.

Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebrating our wins – big and small.

Supported by operating principles of being strategy-led, values-based and disciplined in execution, you'll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let's build what's next - together

Anaplan is looking for a highly driven and dynamic CUSTOMER SUCCESS DIRECTOR. This role is based in Toronto remote. You will manage a team of 3-5 field resources (individual contributors) and oversee a strategic set of customers within the Enterprise industry.

You will be a front-line leader, who reports directly to the AVP of Customer Success for the Enterprise industry. You will work closely with other 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. This is a great opportunity for an experience manager with 3-5 years of leadership experience.

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 be responsible for leading and coaching your team to achieve quarterly business goals and driving key performance metrics including best in class retention rates, strong and consistent contribution of qualified leads for new business (CSQL), and NNACV expansion to grow the existing customer base. You will also be responsible for providing weekly and monthly business forecasts related to these key metrics, with emphasis on rigorous inspection to drive forecast accuracy.

As a Customer Success leader, you will be expected to serve as client facing champion and foster senior level customer relationships across your book of business. As such, you must operate with a strong go-to-market (GTM) and commercial mindset to drive strategic alignment, ensure tactical execution, influence key decisions, and secure commercial and operational commitments that strengthen customer relationships.

In addition, you will be responsible for ensuring the execution of key business excellence programs that are designed to ensure successful Anaplan implementations, help customers achieve measurable business value from their investment, and identify and mitigate customer risks that emerge due to evolving business conditions.

Success in this role will be measured by how effectively your customers are able to 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 are the kind of person who goes to bed each night knowing you gave your best effort, wakes up in the middle of the night thinking about solving customer problems and creating customer value, and starts each day with a determination to make a big impact.

You will report to the VP of Customer Success and regularly interact with other senior leaders in the organization.

Skills & 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

Experience:

• 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.

Other:

• Travel (up to 50%) is expected, largely within region.

Our Commitment to Diversity, Equity, Inclusion and Belonging (DEIB)

We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren't just words on paper – this is what drives our innovation, it's how we connect, and it contributes to what makes us a market leader. We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.  

Fraud Recruitment Disclaimer  

It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondence, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.  

Anaplan does not:  

• Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.   
• Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible and then followed up via written communication.  

All emails from Anaplan would come from an email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to before taking any further action in relation to the correspondence.