Customer Success Business Partner

Anaplan; New York (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

Anaplan is seeking a Principal Customer Success Business Partner (CSBP) to lead a portfolio of 10-15 Life Sciences customers, totaling $10-15M ARR, and drive adoption, retention, and expansion. You will partner across Sales, Professional Services and Partners to deliver strategic value and ROI while shaping account strategies and outcomes.

In this senior role, you will enable data-driven planning, monitor platform health, and advocate for customers within Anaplan’s roadmap.

Qualifications

• 8+ years of experience in account management, consulting, or client services.
• Experience with large-scale Life Sciences customers.
• Strong troubleshooting and problem-solving skills.
• Ability to manage a portfolio and run your own business mentality.
• Experience in business planning, including annual operating plans and forecasting.
• Adaptable and able to respond to change.
• Strong communication skills to translate technical information for all personas.

Responsibilities

• Own and manage a portfolio of 10-15 strategic customers representing $10-15 million ARR within Life Sciences; drive adoption, satisfaction, and retention.
• Collaborate with Sales, Professional Services, and Partner teams to co-create and execute account strategies; identify upsell/cross-sell opportunities.
• Guide customers in aligning Anaplan capabilities with business goals; enable data-driven planning and forecasting.
• Monitor engagement, platform utilization, and outcomes; develop tailored success plans and address barriers.
• Advocate for customer needs internally to influence roadmap and innovation.
• Foster engagement by connecting customers with the Anaplan community, user groups, and events.
• Partner with support to resolve platform challenges and maintain trust.
• Lead enablement programs, trainings, and onboarding to sustain user adoption.

Skills

Account management

Strategic thinking

Customer leadership

Communication skills

Problem solving

Project management

Business mindset

Life Sciences experience

Job description

• The Principal Customer Success Business Partner (CSBP)plays acritical, strategic, and high-impact role within the GTM team, driving the success and growth of our Life Sciences customers. As a leader in the customer journey, the CSBP is the primary strategic partner who ensures the successful deployment, user adoption, and long-term health and value realization of Anaplan solutions
• This role is not just about maintaining relationships but aboutleading the customer’s transformation—working closely with internal teams, including Partners, Professional Services, and Sales, to deliver unparalleled value and ROI. The CSBP takes aproactive, results-driven approach, positioning Anaplan as a key enabler for business success,owning customer outcomes and ensuring expansion and platform optimization
• By aligning closely with both customers and internal teams, theCSBP is at the forefront of driving strategic expansion, unlocking new opportunities, and ensuring customers achieve full business transformation with Anaplan. This role is essential in shaping the overall success and impact of our GTM strategy
• Customer Success Leadership: Own and manage a portfolio of 10-15 strategic customers representing $10-15 million of ARR within our Life-Sciences vertical with the purpose of driving adoption, satisfaction, and retention. Serve as a trusted advisor and thought leader in leveraging Anaplan to achieve customers’ strategic objectives
• Account Strategy & Expansion: Collaborate closely with Sales, Professional Services, and Partner teams to co-create and execute customer account strategies. Identify opportunities for upselling, cross-selling, and further expansion within existing accounts, focusing on business impact and maximizing ROI
• Business Outcomes & Transformation: Guide customers in aligning Anaplan capabilities with their key business goals. Enable a data-driven approach to planning and forecasting, demonstrating how Anaplan facilitates business agility and strategic decision-making
• Health Monitoring & Proactive Engagement: Continuously monitor customer engagement, platform utilization, and business outcomes. Build and execute tailored customer success plans to ensure consistent value delivery, and proactively address any challenges or barriers to success
• Customer Advocacy & Feedback Loop: Act as the voice of the customer internally, advocating for customer needs and feedback to influence Anaplan’s roadmap and innovation pipeline. Ensure customers are represented and championed across internal teams
• Community Building & Best Practices Sharing: Foster customer engagement by connecting them with the broader Anaplan community, user groups, and industry events. Promote the sharing of best practices to drive collaboration and knowledge exchange
• Risk Management & Problem Solving: Partner with internal support teams to resolve platform challenges, maintaining customer trust and confidence
• Customer Education & Enablement: Ensure customers are equipped with the knowledge and tools needed to leverage Anaplan effectively. Drive customer enablement initiatives through training programs, workshops, and onboarding sessions to support sustainable user adoption

Customer-first mentalityStrong troubleshooting and problem-solving skillsRun your own business mentality & driveCuriosity: a strong desire to understand how and why a customer operates, what objectives they have in the marketplace, and how Anaplan can help them with their objectivesAbility to react with urgency, and remain calm under pressureExperience in business planning including annual operating plans, forecasting, and modeling experience is a plusModel building, forecasting, and other applicable experienceAdapts well to change and is flexibleExperience with Corporate finance, supply chain and sales planning industries is a plusAbility to multitask and prioritize daily and weekly tasksAble to use technology to handle their customer portfolioStrong communication skills with the ability to communicate and translate technical information to all personasStrong project and program management experienceProactive attitude & ability to manage independently and as part of a team8+ years of experience in account management, consulting, or client services background is requiredExperience working with large-scale Life Sciences customers is a must have