Director of Customer Success (Financial Services & Insurance)
Posted Updated
Description
- 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
- The Business: full customer lifecycle ownership: retention, expansion (NNACV), pipeline contribution (CSQL)
- 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
- 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
- Bachelor’s degree required; MBA a plus
- 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