Customer Success Business Partner

Summary

Join Anaplan as a Customer Success Business Partner and play a pivotal role in ensuring the success of our customers' Anaplan solutions. You will be the primary point of contact, collaborating with partners and professional services to guarantee smooth implementations and high ROI. Responsibilities include managing customer portfolios, serving as a trusted advisor, identifying customer needs, leading quarterly success reviews, expanding Anaplan usage, and building strong customer relationships. You will also represent the customer's voice internally, identify renewal risks, advise on establishing Centers of Excellence, and contribute to customer success assets. This position requires a strong background in customer success, EPM, or management consulting, excellent communication skills, and proven experience in technical customer success and SaaS platforms. The ideal candidate will possess a customer-first mindset and the ability to manage multiple priorities effectively.

Requirements

• 5+ years of experience in customer success, presales, or management consulting
• Background in Enterprise Performance Management (EPM), Enterprise Planning, or Analytics is required
• Excellent communication and presentation skills, with the ability to engage stakeholders at all levels, including the C-suite
• Proven experience in Technical Customer Success, SaaS platforms, Project Leadership, Technology Consulting, or Advisory roles
• Ability to translate technical concepts into business value in a customer-friendly manner
• Familiarity with software development processes and design methodologies
• Strong problem-solving skills with a customer-first mindset
• Ability to manage multiple priorities and remain calm under pressure
• Experience leading cross-functional teams to address customer needs or deliver key projects

Responsibilities

• Manage a portfolio of customers with a focus on driving adoption, expansion, retention, and maximizing ROI
• Serve as a trusted advisor throughout the value delivery lifecycle, helping customers achieve their objectives and transform their processes using Anaplan
• Identify customer pain points and guide them on how Anaplan can address their specific needs
• Lead Quarterly Success Reviews (QSRs), presenting Success Scorecards to executive sponsors and stakeholders
• Expand Anaplan usage by conducting workshops to promote new use cases, leading to upsell or cross-sell opportunities
• Build and maintain strong relationships with customers, proactively driving satisfaction and loyalty
• Represent the voice of the customer internally, raising risks, advocating for their needs, and ensuring goal alignment
• Identify renewal risks and partner with Renewal Managers and Account Executives on mitigation plans
• Advise customers on establishing a Center of Excellence or similar governance model to promote self-sufficiency
• Contribute to customer success assets and playbooks, and support reference and case study development

Preferred Qualifications

• Master’s degree (preferably in Finance, Supply Chain, or Sales & Marketing)
• Subject matter expertise in Planning and Modeling, particularly in Supply Chain, Finance, or Sales
• Experience advising on or setting up a Center of Excellence or similar governance structure
• Familiarity with Anaplan or comparable enterprise planning platforms
• Background in change management and business transformation initiatives
• Experience creating customer-facing collateral such as success playbooks or templates
• Exposure to renewal strategy and customer expansion practices (upsell/cross-sell)