Note: The job is a remote job and is open to candidates in USA. Anaplan provides an AI-infused scenario planning and analysis platform that helps businesses optimize decision-making. The Sr. Manager, Customer Success Strategy & Operations will lead AMER Customer Success operations, develop the future-state operating model, improve post-sales productivity and forecasting, and drive data-informed strategic change.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 8+ years of progressive experience in Revenue/Business Operations, Customer Success Operations, or highly analytical strategic roles
- 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
- Experience in a fast-paced, hyper-growth B2B SaaS company is strongly preferred
- Project management and team leadership experience are highly desirable
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