AVP, Customer Success

At Anaplan, we are a team of innovators who are focused on optimizing business decision-making through our leading 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, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies that 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 have fun celebrating our wins.

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 be your best self!

Core Responsibilities:

As the AVP of Customer Success for Anaplan’s Consumer industry vertical, 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 within 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 VP of Customer Success in the Americas 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 exec