VP, Customer Experience Strategy & Customer Success Operations

Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We’re growing fast, constantly innovating, and couldn’t be prouder to help our customers move forward with confidence in a sophisticated and changing world.

We are looking for forward-thinking people who put customer experience at the forefront of every decision. Individuals who thrive on challenges and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings outstanding value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.

The role reports to the Chief Customer Officer and is responsible for defining, leading, and supervising the global team’s strategic and operational programs, projects, and day-to-day service delivery that meet customer and Anaplan objectives. The Customer Operations Team works cross-functionally orchestrating results across customer functions and interlocks with GTM (Sales, Marketing, Alliances), Product and Engineering, HR, and Finance.

Responsibilities

• Lead the team to define and map the customer journey from an “outside-in” perspective, and then align Anaplan’s key cross-functional processes to support and deliver maximum customer value and happiness.
• Lead all aspects of the definition and delivery of customer plans to enhance and integrate Anaplan’s Go-To-Market process, including Sales, Marketing, Product, Sales Operations, Alliances, Finance and Anaplan on Anaplan (AoA).
• Ensure market-specific strategies and plans leverage industry best practices (i.e., pre-sales, professional services, customer success management, renewals, data management) to improve growth efficiency and net retention
• Define, lead, and track your team’s execution of operational programs and portfolio of projects across all customer journey (Services, Renewals, Care, CS Field, Content and Community) phases to successful completion, adoption, and day-to-day operations
• Be responsible for the development and delivery of Customer Field effectiveness and efficiency improvements in customer Retention and Expansion capabilities for Anaplan CS field teams, including:
• Customer journey development
• Lifecycle management ofprocesses and playbooks
• Customer health scoring
• Go-to-market (GTM) and/or adoption campaigns, including collaboration with Sales, Marketing, Product, AoA, and Sales Operations
• Digital journey development, content creation and curation, and metrics
• Create process to support field efficiency across the entire customer experience
• Deploy management systems that leverage data and analytics to measure results for customer success across all field engagement.

Requirements

• Demonstrated experience leading people leaders in Customer Success Field or operations teams in a SaaS or subscription enterprise software company
• Demonstrated experience hiring and developing effective and diverse teams; promoting positive team culture aligned to Anaplan’s core values
• Familiarity with software development tools, practices, and methodologies
• Experienced leading successful cross-functional initiatives in mid-sized or large organizations (1000+ employees)
• Management experience with a team of at least 50 team members, and demonstrated success as a leader of leaders
• Experience with digital engagement approaches and methods preferred (Digital Customer Success / “tech touch,” Digital Marketing)
• Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and critical metric management
• Strong Influencing skills in a matrixed organizational structure
• Solid understanding of Gainsight or a comparable CS platform required
• Experience using Anaplan preferred

Performance Indicators

• Results that show business impact of specific programs and initiatives sought at improving bookings and revenue growth (ARR), such as shortened time-to-value, increased product adoption / health score, increased expansion win rates.
• Program, project management, and daily operations of important metrics by subordinate managers.

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