Sr. Customer Success Strategy & Operations Manager

Sr. Customer Success Strategy & Operations Manager

New York City, United States

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 celebrating our 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!

Anaplan is looking for a driven, dynamic, and highly strategic Sr. Customer Success Strategy & Operations Manager to join our CS Operations Organization. In this senior role, you will architect both the day-to-day operations and the future-state operating model for our largest and fastest-growing region. You will act as the trusted advisor and primary Go-To-Market (GTM) Field Operations partner to the Customer Success leadership for the AMER region. Your mission is to enable our post-sales team to achieve ambitious revenue goals, transition our organization from reactive to proactive, and drive transformative change across the business. As a Sr. Manager, you are expected to be a thought leader who can handle high levels of complexity and ambiguity, translating data into executive-level strategy and automated action.

Your Impact

Strategic Leadership & Driving Outcomes:

• Architect and implement AMER-wide strategic initiatives to drastically improve post-sales productivity, forecast accuracy, and pipeline visibility.
• Partner deeply with AMER post-sales leadership to develop and execute strategies for scaling operations and consistently achieving aggressive churn and expand targets.
• Act as a senior change agent, identifying opportunities for optimization and championing the introduction of new tools, technologies, and methodologies.
• Lead complex, cross-functional projects that bridge the gap between global strategy and local AMER execution.

Proactive Diagnostics & Operations Support:

• Move the AMER region beyond reactive reporting by building and overseeing intelligent early warning and action systems that power the post-sales organization.
• Oversee the design, implementation, and optimization of highly complex post-sales processes, tools, and systems.
• Deliver clear, contextual, and diagnostic insights directly into the daily workflows of Customer Success Business Partners and Renewal Managers, telling them not just what is happening, but why it's happening.
• Ensure impeccable data accuracy and integrity within CRM and related systems, acting as the ultimate guardian of AMER operational data.

Pipeline Performance & Predictability:

• Own the operational rhythm and pipeline performance management for AMER. Regularly monitor and analyze post-sales pipeline metrics, including renewal conversion rates and health scores.
• Drive post-sales forecasting for the region, leveraging predictive analytics and pipeline data to accurately forecast future revenue streams.
• Identify systemic risks to achieving post-sales goals before they impact the customer, and proactively develop and deploy mitigation workflows.

Cross-Functional Orchestration & Collaboration:

• Foster strong, seamless relationships with cross-functional teams (Sales, Product, GTM Analytics, GTM Tech, and Enablement) to ensure project success and total operational alignment.
• Serve as the Intelligence & Operations thought leader for the AMER region, providing actionable insights and data-backed recommendations to executive leadership.

Your Qualifications

• 8+ years of progressive experience in Revenue/Business Operations, Customer Success Operations, or highly analytical strategic roles. Experience in a fast-paced, hyper-growth B2B SaaS company is strongly preferred.
• A Systems Thinker & Diagnostician: You have proven experience designing and building scalable processes. Critically, you are an expert at using data to diagnose the root cause of business problems, not just reporting on the lagging indicators.
• Executive Presence: Exceptional ability to act as a trusted advisor to VP and SVP-level leadership, with strong opinions on the best way to engage with and motivate post-sales teams.
• Deep Forecasting Expertise: Proven, advanced skills in post-sales forecasting, pipeline management, customer health scoring, and go-to-market modeling (including capacity and territory planning).
• Technical Acumen: Strong familiarity with enterprise automation platforms, CRM/CS platforms (e.g., Salesforce, Gainsight), and a deep understanding of how to leverage predictive analytics and modern AI concepts to drive scale.
• Operational Agility: Ability to plan, manage, and deliver multiple concurrent and complex work streams in a global matrix organization with aggressive timelines.
• Must have GRIT: Guts, Reliability, Improvement, Teamwork. You thrive in an entrepreneurial environment that gives you a unique opportunity to prove your ideas out.
• Project management and team leadership experience are highly desirable.

Base Salary Range:

$154,000 - $209,000 USD

Our Commitment to Diversity, Equity, Inclusion and 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.

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.

Anaplan does not:

• 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.

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