AVP, Customer Success

Anaplan. As the engine behind back-office system connectivity, you might not recognize our name, but our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, and Bayer are just a few of the 2,000+ companies that rely on our best-in-class platform and its native AI capabilities to see, plan, and lead their businesses. By dynamically connecting financial, strategic, and operational plans in real-time, companies trust Anaplan to give them the power to anticipate change, address complexity, deliver operational insights, increase profits, and stay ahead of their competition.

What unites Anaplanners across teams and geographies is our commitment to our customers’ success and our collective motivation to achieve ambitious goals. We champion diversity of thought and ideas, and we behave like leaders irrespective of title. When you work for us, you’ll be part of a winning culture that’s dedicated to creating opportunities for our customers, partners, and employees. We hope you’ll join us. Let’s create something incredible together!

Core Responsibilities

As the AVP of Customer Success, you will be responsible for leading a team of people managers, who manage field resources across one or more industry verticals.

You will be one of the most senior GTM leaders withing the AMER region, working closely with other senior leaders from customer success, sales, professional services, partner alliances, product, support, legal, and operations.

Your primary objective will be to shape and execute a highly effective and scalable strategy that drives 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 GRR 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 senior leader in the organization, you will also serve as an executive sponsor to support the most strategic customer relationships, operating at an SVP and above level to drive customer alignment, influence decisions and secure commitments that strengthen the Anaplan’s partnerships with our customers.

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.

Your ultimate objective is to develop and manage a team that enables Anaplan customers to become self-sufficient so that they can sustainably, and cost effectively maintain and expand their use of the Anaplan platform.

You will report to the AMER head of Customer Success and regularly interact with members of the executive team, including the CCO, CRO, CFO and CEO.

Skills

• Top performer with a proven track record of success, business IQ coupled with strong EQ.
• Exceptional written and verbal communication skills.
• Knowledge of business, finance, accounting, strategy, business operations.
• Critical thinker with natural curiosity to learn.
• World class collaborator who is open to learning new concepts and values ideas from others.
• Ability to consistently reprioritize and execute with speed and precision.
• Comfortable asking for help and knowing how to effectively delegate.
• Ownership mentality with ability to follow through on commitments.
• Ability to define clear objectives, communicate goals, and hold others accountable.
• Outcome oriented with desire to make an impact.
• Unafraid to challenge the status quo.
• Well informed and educated on industry trends/events.
• Comfortable reading and interpreting financial results from 10K and other publicly available sources.
• Values based, inclusive and empathetic.
• High personal standards for excellence.
• Extremely well organized and capable of managing a demanding and evolving calendar.
• Unwavering ethics/commitment to always do the right thing, no matter how difficult.
• Desire to go above and beyond to deliver results and build a category leading company.
  
  

Requirements

• Ability to align corporate goals with regional and team initiatives.
• Ability to shape strategy and set vision for a large organization and execute by inspiring and motivating others.
• Problem solver, capable of quickly identifying challenges and identifying actionable steps to resolve.
• Fast learner, capable of synthesizing large volumes of information and identify the most important points.
• Ability to identify risk early with skill and knowledge to address before escalation.
• Ability to articulate complex ideas clearly and succinctly.
• Ability to develop customer facing and exec ready messages and presentations using PPT and other common office productivity tools.
• Experience working with 3rd party consulting partners to support customer engagements.
• Commitment to business and operational excellence to drive world class business performance.
• Knowledge of agile software implementation methodologies.
• Strong customer management skills with executive level communication experience.
• Strong management and leadership experience, with experience cultivating talent.
• Knowledge of business planning and forecasting practices
• Functional industry knowledge related to customer vertical and/or demonstrated knowledge of a specific functional line of business (finance, sales, supply chain, HR)
  
  

Experience

• Minimum ten years of experience working in SaaS and leading high performing customer success or GTM teams.
• 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 other 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.
  
  

Note

• Travel is expected across the region to support new opportunities and active customer engagements.
  

Base Salary Range

$233,000—$314,000 USD

Our Commitment to Diversity and Inclusion

Build your job in a place that thrives on diversity, inclusion, and belonging. We believe in maintaining a hiring and working experience in which 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 true 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 correspondences, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcement 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. 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 humanresources@anaplan.com before taking any further action in relation to the correspondence.