Senior Customer Success Business Partner
Posted Updated
Description
- In this highly visible and vital role, you won’t just be keeping the seat warm—you will 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 mark
- Required background in Enterprise Performance Management (EPM), Enterprise Planning, or Analytics
- A unique ability to translate complex technical concepts into clear, customer-friendly business value
- Experience leading cross-functional teams to address sophisticated customer needs or deliver key projects
- Previous experience driving value in customer success, presales, or management consulting roles
- Exceptional communication and presentation skills; comfortable and confident engaging at all levels, including the C-suite
- A customer-first mindset coupled with strong problem-solving skills and the ability to remain calm and decisive under pressure
- Proven track record in Customer Success, SaaS platforms, Project Leadership, Technology Consulting, or Advisory roles
- Familiarity with software development processes and design methodologies
- We 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 - please submit your application
- Exposure to Financial Services and/or Insurance customers
- Subject matter expertise in Planning and Modelling, particularly in Supply Chain, Finance, or Sales
- Familiarity with Anaplan or comparable enterprise planning platforms
- Hands-on experience advising on or establishing a Centre of Excellence (CoE) or similar governance structure
- Background in change management and enterprise-wide business transformation initiatives
- Experience crafting customer-facing collateral, such as success playbooks or templates
- Exposure to renewal strategy and expanding customer footprints through upsell/cross-sell practices