Customer Success Strategy & Operations Principal

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!

About the Role
This role is the architect of our proactive Customer Success motion. You will be responsible for building the intelligent early warning and action systems that power our entire post-sales organization. Your mission is to move beyond reactive, lagging indicators and create a system that uses leading indicators and pattern recognition to diagnose issues before they impact the customer.

Reporting to the VP, Customer Success Operations, you will be our expert in translating data into proactive intervention. You will identify where and why a customer journey is stalling or at risk, and then build the automated, intelligent workflows that help our teams get them back on track.

Your Impact

• Build the Proactive Diagnostic Engine:
  
  Architect automated systems and reporting that diagnosewhya customer's health is changing. You will leverage a blend of external and proprietary data sources to identify issues before they hit the field and will be responsible for isolating leading indicators of risk and opportunity across the entire post-sale customer journey.

• Translate Diagnosis into Automated Action:
  
  Partner with program leaders to design and deploy intelligent workflows based on your diagnoses. Your systems will be the engine that helps move customers from "red to green" by triggering the right automated or human action at the right time.

• Deliver Actionable, Proactive Insights:
  
  Go beyond dashboards. You will build systems that deliver clear, contextual, and diagnostic insights directly into the daily workflows of our Account Executives, Customer Success Business Partners, and Renewal Managers, telling them not justwhatis happening, butwhyit's happening and what programs should be activated to address it.

• Serve as the Intelligence & Automation Thought Leader:
  
  Champion and inform the Customer Success organization on how to build and scale a proactive, data-driven, and intelligent operational model.

Your Qualifications

• 8+ years of progressive experience in a hands-on analytical or systems role such as Data Science, Revenue/Business Operations, Automation Engineering, or Business Systems. Experience in a fast-paced B2B SaaS company is strongly preferred.

• A Systems Thinker & Diagnostician:
  
  You have proven experience designing and building scalable, automated systems. Critically, you are an expert at using data and AI solutions to diagnose the root cause of business problems, not just report on them.

• Automation & Integration Expertise:
  
  You have deep, hands-on experience with enterprise automation platforms (e.g., Workato, Zapier) and integrating various systems with a central CRM or Customer Success Platform (e.g., Salesforce, Gainsight).

• Experience with the Full AI Toolkit:
  
  A core requirement is experience applying various forms of AI to drive automation. This includes hands-on experience withpredictive modeling(e.g., for churn/health scoring) and a strong familiarity with moderngenerative AI(LLMs, RAG) andagentic/conversational AIconcepts.

• Hands-On Technical
  
  Skills:
  
  You are highly proficient in SQL, have practical experience using Python for data manipulation and scripting, and are…