Sr. Manager, Customer Success Strategy & Operations

Sr. Manager, Customer Success Strategy & Operations

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, Linked In, 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 driven, dynamic, and highly strategic Sr. Manager, Customer Success Strategy & Operations
to join our CS Operations Organization. In this senior role, you will architect both the day-to-day operations and the future-state operating model for our largest and fastest-growing region.

You will act as the trusted advisor and primary Go-To-Market (GTM) Field Operations partner to the Customer Success leadership for the AMER region. Your mission is to enable our post-sales team to achieve ambitious revenue goals, transition our organization from reactive to proactive, and drive transformative change across the business. As a Sr. Manager, you are expected to be a thought leader who can handle high levels of complexity and ambiguity, translating data into executive-level strategy and automated action.

• Architect and implement AMER-wide strategic initiatives to drastically improve post-sales productivity, forecast accuracy, and pipeline visibility.
• Partner deeply with AMER post-sales leadership to develop and execute strategies for scaling operations and consistently achieving aggressive churn and expand targets.
• Act as a senior change agent, identifying opportunities for optimization and championing the introduction of new tools, technologies, and methodologies.
• Lead complex, cross-functional projects that bridge the gap between global strategy and local AMER execution.

• Move the AMER region beyond reactive reporting by building and overseeing intelligent early warning and action systems that power the post-sales organization.
• Oversee the design, implementation, and optimization of highly complex post-sales processes, tools, and systems.
• Deliver clear, contextual, and diagnostic insights directly into the daily workflows of Customer Success Business Partners and Renewal Managers, telling them not just what is happening, but why it's happening.
• Ensure impeccable data accuracy and integrity within CRM and related systems, acting as the ultimate guardian of AMER operational data.

• Own the operational rhythm and pipeline performance management for AMER. Regularly monitor and analyze post-sales pipeline metrics, including renewal conversion rates and health scores.
• Drive post-sales forecasting for the region, leveraging predictive analytics and pipeline data to accurately forecast future revenue streams.
• Identify systemic risks to achieving post-sales goals before they impact the customer, and proactively develop and deploy mitigation workflows.

• Foster strong, seamless relationships with cross-functional teams (Sales, Product, GTM Analytics, GTM Tech, and Enablement) to ensure project success and total operational alignment.
• Serve as the Intelligence & Operations thought leader for the AMER region, providing actionable insights and data-backed recommendations to executive leadership.

• 8+ years of progressive experience in…