Customer Success Director

Overview 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. 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 champions diversity of thought and ideas, leadership at all levels, ambitious goals, and celebrating 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 Role 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 report directly to the AVP of Customer Success for the Enterprise industry and 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 experienced manager with 3-5 years of leadership experience. Responsibilities 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, qualified leads for new business (CSQL), and NNACV expansion. Provide weekly and monthly business forecasts related to these metrics with a focus on forecast accuracy. Serve as a client-facing champion and foster senior level customer relationships across your book of business with a strong go-to-market (GTM) and commercial mindset. Drive strategic alignment, ensure tactical execution, influence key decisions, and secure commercial and operational commitments. Ensure the execution of key business excellence programs to ensure successful Anaplan implementations and measurable business value, while identifying and mitigating customer risks. Measure success by how effectively customers maintain and expand their use of the Anaplan platform to transform their business. Motivate and inspire your team to achieve outsized results and maintain a strong customer-centric focus. Report to the VP of Customer Success and regularly interact with other senior leaders in the organization. Qualifications / Requirements Proven Track Record: Top performer with a proven track record of success. Business Acumen: Strong business IQ with exceptional written and verbal communication skills and the ability to interface with and influence senior executives. Financial Expertise: Knowledge of business, finance, accounting, and strategy. Analytical Skills: Critical thinker with curiosity and the ability to reprioritize and execute quickly and accurately. Collaboration: World-class collaborator who is open to learning and values ideas from others. Leadership: Ability to define objectives, communicate goals, and hold others accountable; outcome-oriented with a desire to impact. Industry Knowledge: Well-informed on industry trends and events. Financial Analysis: Comfortable reading and interpreting financial results from 10K and other public sources. Values-Driven: Values-based, inclusive, and empathetic. Organization: Extremely well-organized with the ability to manage a demanding and evolving calendar. Ethics: Unwavering ethics and commitment to doing the right thing. Results-Oriented: Driven to deliver results and build a category-leading company. Strategic Thinking: Ability to align corporate goals with regional and team initiatives and set vision for a large organization. Problem-Solving: Quick to identify challenges and determine actionable steps to resolve. Learning Agility: Fast learner who can synthesize large amounts of information and identify key points. Risk Management: Proactive in identifying risk and addressing it before escalation. Communication: Clear and succinct in articulating ideas; capable of executive-ready messaging 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 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 talent development. 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 in business, finance, marketing, operations, supply chain, technology, or a related field; MBA a plus. Customer success oriented background, ideally with supporting enterprise performance management (EPM), multi-dimensional modeling platforms, or another leading SaaS provider. Experience negotiating software and related services commercial agreements, with ability to shape and influence commercial strategy for million-dollar deals. 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 @anaplan.com email address. If you have doubts about the authenticity of any communication purportedly from Anaplan, please contact before taking any action. #J-18808-Ljbffr