Director, Customer Success

Anaplan; Greater London; On-site; GBP 150,000 - 190,000; Full time

Job summary

Anaplan seeks a creative, tenacious Customer Success Director, UKI, to lead and elevate the UKI CS team. You will report to the AVP of Customer Success Northern Europe and drive adoption, value realization, and expansion of the Anaplan Platform across major enterprise accounts.

You will manage a high-performing team of Customer Success Business Partners, champion seamless renewals, and partner withSales for new logos. Travel throughout the region is required.

Qualifications

• Proven ability to lead large, high-performing teams across geographies.
• Strong business acumen with structured problem-solving skills.
• Excellent persuasion and communication under pressure.
• Able to listen actively and address complex customer challenges.
• Extensive experience delivering large-scale software projects in cloud environments.
• Background in enterprise customer services, ideally EPM or software infrastructure.
• Familiarity with Agile methodologies and robust contract negotiation.
• Record of exceeding performance metrics and optimizing operations.

Responsibilities

• Own and cultivate a high-profile portfolio of customers, ensuring onboarding through renewal.
• Oversee flawless initial implementations to enable rapid adoption and expansion.
• Partner to win new logos and grow footprints across UKI with compelling CS and services pitches.
• Act as trusted advisor across functions, showing how to leverage Anaplan across industries.
• Build influential relationships with customer executives and key stakeholders.
• Guide customers and internal teams through process, tech, and management challenges.
• Proactively identify opportunities for adoption and commercial expansion.
• Coach and mentor the CS team to ensure broad programmatic coverage.

Skills

Leadership

Business acumen

Resilient communication

Active listening

Delivery leadership

Enterprise EPM

Contract negotiation

Metrics-driven

Job description

At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused 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 who 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 love celebratingour wins – big and small.

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 let’s build what’s next - together!

Anaplan is looking for a creative, tenacious, and inspiring Customer Success Director, UKI to lead and elevate our Customer Success team in the UKI region.

In this pivotal leadership role, you will report directly to our London-based AVP Customer Success Northern Europe and play a crucial part in driving excellence across the entire customer lifecycle. Leading a high-performing team of Customer Success Business Partners, you will champion the adoption, value realisation, and strategic expansion of Anaplan Platform subscriptions.

If you are passionate about delivering an exceptional customer experience and value, unlocking competitive advantage for enterprise businesses through AI native cloud-planning solutions, and shaping the future of a high-growth market, this is your opportunity to make a lasting impact.

Please note: Travel across the region is required to connect with our customers.

Your Role And Impact

• Own & Cultivate: Champion a high-profile portfolio of Anaplan customers, securing their continuous success, satisfaction, and loyalty from onboarding through to renewal.
• Deliver Excellence: Oversee and champion flawless first implementations of Anaplan solutions, laying a strong foundation for rapid adoption and long-term expansion.
• Drive Growth: Partner in securing new logos and expanding existing footprints across the UKI by delivering compelling Customer Success and Professional Services pitches.
• Consult & Advise: Act as a versatile, trusted advisor across diverse business functions, showing customers how to leverage the Anaplan Platform across multiple industries and complex use cases.
• Engage Executive Stakeholders: Build deep, influential relationships with customer executives, key stakeholders, and strategic partners to ensure seamless account coverage and alignment.
• Navigate Challenges: Guide both customers and your internal team through business process, technology, and client management complexities, fostering customer self-sufficiency and driving continuous platform expansion.
• Uncover Opportunity: Proactively identify, strategise, and capitalise on new avenues for customer adoption and commercial expansion.
• Empower Your Team: Coach, mentor, and enable your team of Customer Success Business Partners to ensure rigorous, high-impact programmatic coverage across your entire portfolio.

Your Qualifications

• Inspiring Leadership: Proven ability to lead, motivate, and develop high-performing, large-scale teams across diverse geographies.
• Business Savvy: Strong business acumen paired with exceptional, structured problem-solving skills.
• Resilient Communicator: Outstanding persuasion and communication skills, with a proven ability to remain calm, focused, and resilient under pressure.
• Mindset: An innovative, methodical thinker who practices active listening to solve complex customer challenges.
• Delivery Track Record: Extensive experience managing large-scale software projects and leading teams, ideally within a sophisticated cloud applications environment.
• Industry Domain Expertise: A strong background in enterprise customer services, preferably with experience in Enterprise Performance Management (EPM) or Software Infrastructure Support.
• Commercial & Delivery Rigor: Deep familiarity with Agile methodologies, paired with robust contract negotiation and client management skills.
• Metrics-Driven: A proven track record of exceeding key performance metrics and continuously optimising operational processes.

Preferred Skills

• Proven Success: A stellar track record in similar leadership roles, managing complex projects within diverse, multi-vendor enterprise environments.
• Strategic Scoping: Exceptional capability in scoping complex client engagements and navigating multi-faceted business challenges.

Our Commitment to Diversity, Equity, Inclusionand Belonging (DEIB)

We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader. We believe in a hiring and working environment where 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 authentic 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.