Copy of Director, Scaled Customer Success
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.
Director, Scaled Customer Success
Location: Minneapolis, NY, Miami, San Francisco
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 confidently in a sophisticated and changing world.
We are looking for forward-thinking people who bend over backward to put customers first. We need individuals who thrive on challenges and are ready to grasp the opportunity of a lifetime. We are a workplace where everyone feels seen, heard, and valued and can contribute their unique talent to our collective effort.
We invite you to think big and embrace your true self! Anaplan is in search of a determined Director of Scaled Customer Success. This presents an exceptional opportunity to join a rapidly growing SaaS cloud company with high visibility. This position is a full-time role that requires overseeing a team working flexible hours to accommodate multiple time zones.
About Success Central (our Scaled Customer Success Segment): Anaplan has implemented an innovative and top-tier customer engagement journey at scale, combining digital approaches with 1: Many channels. This team of digital success experts is gearing up for Phase 2 of the program, having already successfully managed over 800 customers and $80 million in ARR. If you’re eager to roll up your sleeves and contribute to taking this segment to the next level, please read on.
Insight on your impact
This role offers you the chance to work closely with our Global Leadership team and lead a dynamic team focused on reshaping our Customer Success approach for the volume segment. Presently, we have two Senior Managers overseeing a team of ten outstanding Customer Success Business Partners in Manila, Philippines. This unique position will allow you to tailor the customer experience to align with the diverse cultural norms of the regions we serve.
What You Will Be Doing:
- Digital Customer Journey Strategy & Program Management:
- Develop a comprehensive digital customer success strategy that aligns with the company’s overall goals and objectives, marrying industry best practices with lessons-learned from year 1 of the program
- Define and implement scalable processes to guide customers through their journey, from onboarding to adoption, expansion, and advocacy
- Identify key touchpoints and interactions across the customer lifecycle and optimize them for maximum customer satisfaction and retention
- Team Leadership:
- Lead a high-performing digital customer success team, fostering a culture of customer-centricity and continuous improvement
- Set clear performance expectations, provide coaching and development opportunities, and monitor team progress towards goals
- Collaborate with other departments, such as product, sales, and marketing, to ensure seamless integration of digital customer success initiatives
- Customer Data Analysis:
- Utilize data-driven insights to understand customer behavior, preferences, and pain points
- Establish KPIs and metrics to measure the effectiveness of digital customer success efforts, and regularly report on progress to senior leadership
- Use customer feedback to drive product improvements and inform decision-making using a VOC program that can be utilized in each segment
- Customer Engagement and Education via Community:
- Develop and implement personalized, automated customer engagement strategies using digital channels, such Gainsight’s Journey Orchestrator and Medallia
- Create educational resources and content to help customers maximize the value of our products and services which will be housed on Community
- Proactively identify opportunities for upselling or cross-selling based on customer needs and usage patterns
- Continuous Improvement:
- Stay up-to-date with industry best practices, emerging technologies, and customer success trends to keep our digital customer journey at the forefront of innovation
- Iterate and refine processes and strategies based on performance data and customer feedback
Your qualifications, your influence
- 7+ years’ experience in a CS or customer-facing leadership role (with at least 2+ years in the Digital/Scaled CS space preferred) works well here
- Education: BS or equivalent work history
- Demonstrated experience in building and running a Customer Success, Consulting, Professional Services, or Account Management function at scale – especially in a B2B SaaS company
- A strong people leader with a proven ability to attract, motivate, develop, and retain top talent
- Ability to set a clear vision and strategy, motivate and coach others, drive urgency and results, and exhibit humility
- Self-motivated, highly collaborative, creative, problem-solving with a growth mindset
- Demonstrated ability to collaborate with various internal and customer stakeholders to achieve business ambitions
- Eagerness to learn about key functional areas of practice, including finance, sales, supply chain, and human resources
- Excellent written and verbal communication skills with the ability to interact and support project leaders and other internal/partner/customer stakeholders
- Experience in standard methodologies in customer success, with a focus on adoption and retention
- Familiarity with using Salesforce, Gainsight, and Medallia for customer success processes or demonstrated ability to learn these technologies
- Familiarity with Community website functionality and best practices
- Knowledge of best practices in customer success, adoption, and retention
Our Diversity and Inclusion Commitment
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 want you to bring your true self to work every day!
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.
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