Director, Customer Success - FSI

Anaplan; New York (NY); Hybrid; USD 210,000 - 271,000; Full time

Job summary

Anaplan, a leading AI-infused planning platform, seeks a Customer Success Director for the NY Metro area. You will lead a 7+ person CSBP team across AMER, owning the full customer lifecycle and top-line outcomes, while driving adoption of Agentic AI and MCP.

This role demands deep SaaS leadership, strategic stakeholder management, and a relentless focus on customer success. You will partner with senior leaders, forecast rigorously, and shape the next chapter of Anaplan’s growth with a bias for

Qualifications

• 12+ years in SaaS with leadership of high-performing teams.
• Customer success leadership, ideally in Enterprise, B2B SaaS.
• Experience managing a $100M+ portfolio with global clients.
• Strong commercial chops: negotiating and shaping million-dollar deals.
• Financial fluency: comfortable with forecasts and value discussions.
• Operator mindset: bias for action and ownership without excuses.
• Curious about AI/agentic tech and its enterprise planning applications.

Responsibilities

• Own full customer lifecycle: retention and expansion (NNACV).
• Coach and elevate CSBPs, building careers and accelerating trajectories.
• Be the executive face of Anaplan for customers seeking excellence.
• Maintain Thoma Bravo-caliber discipline: forecasting and inspection.
• Shape adoption of Agentic AI, MCP, and next-gen capabilities.

Skills

Leadership in SaaS

Customer success leadership

Enterprise SaaS experience

Commercial negotiation

Financial fluency

Operator mindset

AI/Agentic awareness

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!

Customer Success Director, Financial Services & Insurance (FSI)

NY-Metro (NYC preferred) Hybrid (2 days in office if within 50 miles of our NY office)

Operator's Seat. Clear Mandate. Thoma Bravo Standards.

Anaplan is the connected planning platform trusted by the world's most ambitious companies —

and as a flagship Thoma Bravo portfolio company, we operate with the discipline and urgency of

a business built to win. We're scaling a world-class Customer Success org into its next chapter,

and we're looking for one of the best operators in the industry to lead it.

You’ll be leading a critical post-sales capability for a $100M+ business. The top and most

sophisticated companies across Banking, Capital Markets, and Insurance leverage Anaplan for

their most critical and important scenario planning and analysis. These customers don't tolerate

mediocrity. They expect a partner who understands their business as well as their own leadership

does. That's you.

This leader will also shape and define how we navigate our next chapter, driving adoption and

consumption of Agentic, MCP, and the emerging technologies redefining how our customers

plan and operate.

You’ll lead a team of 7+ CSBPs (spread across AMER), report to the AVP of Customer Success

(based in NYC), and operate as a true front-line general manager, owning the outcomes, the

numbers, and the relationships that matter most.

What You'll Own

• The Business: full customer lifecycle ownership: retention, expansion (NNACV),
• The Team: coach and elevate high-performing CSBPs. Build careers, accelerate trajectory
• The Relationships: be the executive face of Anaplan for customers who expect nothing less than excellence
• The Discipline: Thoma Bravo-caliber rigor: sharp forecasting, tight inspection, relentless focus on what moves the business
• The Next Chapter: shape how we drive the adoption of Agentic AI, MCP, and next-gen capabilities that will define how our customers plan for years to come

What Success Looks Like

Your customers can't imagine running their business without Anaplan. Your team sets the standard others chase. You don't wait for a fire, you're already three steps ahead of it.

What You Bring

• 12+ years in SaaS, including significant experience leading high-performing teams
• Customer success leadership, ideally in Enterprise, B2B SaaS
• Enterprise space, $100M+ portfolio. Customers are global leaders - many Fortune 100.
• Real commercial chops - negotiated and shaped million-dollar agreements; command a room of senior stakeholders
• Financial fluency, comfortable in a 10-K, a forecast review, a value conversation
• An operator's mindset, bias for action, ruthless prioritization, ownership without excuses
• Forward-looking, curious about and conversant in AI/agentic technologies and their application to enterprise planning

Who We're Really Looking For

Skills can be taught, character can't. We're looking for someone who leads with integrity when no one's watching, who owns outcomes without excuses, and who brings a relentless, all-in conviction that AI isn't a threat to great customer success work, it's the tool that lets great teams do their best work faster. If you operate with unwavering principles, obsess over your customers' success as if it were your own, and are genuinely excited to help define what AI-powered leadership looks like at Anaplan, we want to meet you.

Logistics

Up to 20% travel, primarily within region.

Base Salary Range:

$200,000 — $271,000 USD

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.

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