Principal Customer Success Business Partner

Anaplan Inc; San Francisco (CA); On-site; USD 163,000 - 220,000; Full time

Job summary

Join a forward-thinking company as a Principal Customer Success Business Partner, where you'll play a pivotal role in transforming customer experiences. This position focuses on driving adoption and satisfaction for financial and business services clients, ensuring they achieve their strategic objectives through a leading planning platform. You'll collaborate with internal teams to unlock new opportunities and deliver exceptional value, all while fostering a culture of innovation and community. If you're passionate about customer success and eager to make a significant impact, this role offers a unique chance to thrive in a dynamic environment.

Qualifications

• Customer obsessed with a strong desire to understand customer objectives.
• Ability to work with urgency and remain calm under pressure.
• Experience in account management or client/professional services.

Responsibilities

• Own and manage a portfolio of customers to drive adoption and satisfaction.
• Collaborate with Sales and Professional Services to execute account strategies.
• Continuously monitor customer engagement and build tailored success plans.

Skills

Customer Success Leadership

Account Strategy & Expansion

Business Outcomes & Transformation

Health Monitoring & Proactive Engagement

Customer Advocacy & Feedback Loop

Community Building & Best Practices Sharing

Risk Management & Problem Solving

Customer Education & Enablement

Strong troubleshooting and problem-solving skills

Planning, forecasting, and/or modeling experience

Job description

At Anaplan, we are a team of innovators who are focused on optimizing business decision-making through our leading 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 that 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 have fun celebratingour wins.

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 be your best self!

The Principal Customer Success Business Partner (CSBP) plays a critical, strategic, and high-impact role within the GTM team, driving the success and growth of our Financial and Business Services 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 about leading the customer’s transformation—working closely with internal teams, including Partners, Professional Services, and Sales, to deliver unparalleled value and ROI. The CSBP takes a proactive, 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, the CSBP 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.

Your Impact

• Customer Success Leadership: Own and manage a portfolio of customers to drive 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.

Your Qualifications

• Customer obsessed
• Extreme ownership mentality
• Ability to work with urgency and to remain calm under pressure
• Comfortable and confident when presenting to customer executives and stakeholders
• Adapts well to change and is flexible
• Curiosity: 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 objectives
• Strong troubleshooting and problem-solving skills
• Account management or client/professional services background
• Planning, forecasting, and/or modeling experience is a plus
• Financial services industry experience is a plus

Base Salary Range:

$163,000 — $220,000 USD

Our Commitment to Diversity, Equity, Inclusionand Belonging

Build your career in a place that thrives on diversity, equity, inclusion, and belonging. 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.

Fraud Recruitment Disclaimer

It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondence, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.

• Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.
• Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible, and then followed up via written communication.

All emails from Anaplan would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to [e-mail] before taking any further action in relation to the correspondence.