Senior Customer Success Business Partner

Anaplan; Greater London; Hybrid; GBP 70.000 - 100.000; Vollzeit

Zusammenfassung

Anaplan is seeking a seasoned Customer Success professional to lead a strategic portfolio in the UK. You will drive deployment, user adoption, health, renewal and upsell motions while coordinating with Partners, Professional Services, and Account Executives to deliver exceptional ROI.

You will chair executive reviews, quantify value, and build long-term customer partnerships. Strong communication and change-management experience are essential in this role.

Qualifikationen

• Seasoned CS professional with enterprise SaaS experience.
• Ability to translate complex concepts into customer value.
• Experience leading cross-functional teams on strategic programs.

Aufgaben

• Manage a portfolio of enterprise customers with focus on deployment, adoption, health, renewal and upsell.
• Collaborate with Partners, Professional Services, and Account Executives for seamless implementations and ROI.
• Lead executive Quarterly Success Reviews and present Scorecards to stakeholders.
• Identify renewal risks and partner with Renewal Managers and AEs on mitigation plans.
• Develop change management programs and enable end-users across customer organizations.

Kenntnisse

Customer Success

SaaS platforms

Executive communication

Cross-functional leadership

Tools

CoE governance

Change management

Jobbeschreibung

• In this highly visible and vital role, you won't just be keeping the seat warm-you'll be a driving force within our Customer Success team
• You will step into an established portfolio of key accounts, taking primary responsibility for the successful deployment, user adoption, ongoing health, renewal and upselling/cross-selling motion of their Anaplan solutions
• As the strategic anchor for our customers, you will collaborate closely with Partners, Professional Services, and Account Executives to ensure seamless implementations, exceptional ROI, and long-term success
• Drive Immediate Value: Manage a prominent portfolio of customers, hitting the ground running to drive adoption, expansion, retention, and maximum ROI
• Be a Strategic Advisor: Guide customers through the value delivery lifecycle, helping them transform their processes and achieve critical business objectives using Anaplan
• Strategic Leadership: Lead executive-level Quarterly Success Reviews (QSRs), presenting Success Scorecards to executive sponsors and key stakeholders
• Uncover Value Opportunities: Document and quantify customer value realized through business outcomes, ROI, and impact metrics to build compelling internal business cases for continued and expanded investment
• Champion the Customer: Proactively build strong relationships, acting as the internal voice of the customer to raise risks, advocate for their needs, and ensure goal alignment
• Mitigate Risk: Identify renewal risks early and partner seamlessly with Renewal Managers and Account Executives on robust mitigation plans
• Empower Longevity: Develop and execute change management strategies to drive end-user adoption and maximise value within customer organizations, including Train the Trainer programs, Centre of Excellence development, and organizational enablement
• Think Out of The Box: Contribute to our evolving customer success assets, playbooks, and reference case studies, leaving the team stronger than you found it

If you are a seasoned CS professional who loves parachuting into dynamic environments, delivering immediate value, and shaping customer transformation, this is the perfect opportunity to make your markRequired background in Enterprise Performance Management (EPM), Enterprise Planning, or AnalyticsA unique ability to translate complex technical concepts into clear, customer-friendly business valueExperience leading cross-functional teams to address sophisticated customer needs or deliver key projectsPrevious experience driving value in customer success, presales, or management consulting rolesExceptional communication and presentation skills; comfortable and confident engaging at all levels, including the C-suiteA customer-first mindset coupled with strong problem-solving skills and the ability to remain calm and decisive under pressureProven track record in Customer Success, SaaS platforms, Project Leadership, Technology Consulting, or Advisory rolesFamiliarity with software development processes and design methodologiesWe know that perfect candidates don't exist. If you are passionate about the work, have the right mindset, and bring a transferable set of skills, we'd love to hear from you - Exposure to Financial Services and/or Insurance customersSubject matter expertise in Planning and Modelling, particularly in Supply Chain, Finance, or SalesFamiliarity with Anaplan or comparable enterprise planning platformsHands-on experience advising on or establishing a Centre of Excellence (CoE) or similar governance structureBackground in change management and enterprise-wide business transformation initiativesExperience crafting customer-facing collateral, such as success playbooks or templatesExposure to renewal strategy and expanding customer footprints through upsell/cross-sell practices