VP, Customer Success Operations

Job Description – Vice President of Operations, Customer Success

New York City / San Francisco / Miami/ Minneapolis

Anaplan is looking for a driven and dynamic Vice President, Customer Success Operations to lead our CS Operations Organization. In this role, you will lead and contribute to strategic projects that enhance our Customer Success processes, improve operational efficiency, and own the infrastructure that improves customer interactions and outcomes. This position plays a critical role in enabling our Customer Success team to achieve ambitious goals while driving continuous improvement and transformative change.

Key Responsibilities:

Driving Change & Business Outcomes:

• 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 satisfaction
• Lead all aspects of the post-sales operations design including pross collaboration with Sales, Marketing, Product, Sales Operations, Alliances, and Professional Services
• Responsible for CS partnership with corporate teams and sales operations
• Lead operations for global renewals, including forecasting customer renewals and board reporting
• 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
• Customer lifecycle management of processes and playbooks
• Customer health scoring and predicting renewals
• Systems that expose data and analytics to measure results for Customer Success across all field engagement

Sales Operations Partnership:

• Work closely with the Sales leadership team to align pipeline performance with quarterly and annual churn and expand targets
• Identify potential risks to achieving Customer Success goals and develop mitigation strategies
• Collaborate with Sales Operations to continuously refine and improve sales processes and methodologies to increase pipeline efficiency and sales conversion

• Oversee the design, implementation, and optimization of post-sales processes, tools, and systems
• Ensure seamless communication and alignment across Go-to-Market teams

Performance Management:

• Lead the performance infrastructure team and drive improvements in automated analysis and dashboards
• Regularly monitor and analyze Customer Success pipeline metrics, including customer renewal conversion rates and forecast accuracy
• Lead Customer Success forecasting by presenting pipeline and renewal insights to predict future commercial activity with existing customers
• Monitor data accuracy and integrity within CRM and related systems

Leadership & Collaboration:

• Foster strong relationships with cross-functional teams to ensure project success and operational alignment
• Act as a trusted advisor to post-sales leadership, providing insights and recommendations to drive growth, both at the corporate and region level

Ideally, you have helped scale a hypergrowth business. You are a detail-oriented operator who is passionate about both the art and science of Customer Success.  Most importantly, you have strong opinions on the best way to engage with and motivate the Customer Success teams, and you will thrive in an entrepreneurial environment that will give you a unique opportunity to prove your ideas out.  

Qualifications:

• 15+ years of relevant Customer Success operations experience in a fast-growing sales organization
• Experience working with enterprise technology companies. SaaS experience is a preference
• Experienced leading successful cross-functional initiatives in mid-sized or large organizations (1000+ employees)
• Proven skills in post-sales forecasting, customer health and reporting
• Strong Influencing skills in a matrixed organizational structure
• Excellent analytical skills with experience overseeing and managing business metrics, productivity and outcomes and presenting such metrics to the executive and board level
• Ability to plan manage and deliver multiple concurrent and complex workstreams in a matrixed organization with aggressive timelines
• Ability to manage high volumes of work, prioritize multiple responsibilities and be effective in fast-paced work environments
• Customer Success leadership experience is a plus
• Experience using Anaplan and Salesforce is preferred

The position will report to the SVP of Sales Operations