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Customer Success Director, TMT
2 months ago
We are seeking a highly driven and dynamic Customer Success Director to join our team at Anaplan. As a key member of our Customer Success organization, you will be responsible for leading a team of field resources and overseeing a strategic set of customers within the Technology, Media, and Telecommunications (TMT) industry vertical.
Key Responsibilities- Lead and coach a team of 5-8 field resources to achieve quarterly business goals and drive key performance metrics, including best-in-class retention rates, strong and consistent contribution of qualified leads for new business (CSQL), and NNACV expansion to grow the existing customer base.
- Develop and execute a comprehensive customer success strategy to deliver business critical outcomes related to customer acquisition, implementation, adoption, and expansion.
- Collaborate with other CSDs and leaders from customer success, sales, professional services, partner alliances, product, support, legal, and operations to drive customer outcomes and ensure business performance targets are achieved.
- Provide weekly and monthly business forecasts related to key metrics, with emphasis on rigorous inspection to drive forecast accuracy.
- Serve as a client-facing champion and foster senior-level customer relationships across your customer book of business.
- Operate with a strong go-to-market (GTM) and commercial mindset to drive strategic alignment, ensure tactical execution, influence key decisions, and secure commercial and operational commitments that strengthen customer relationships.
- Ensure the execution of key business excellence programs that are designed to ensure successful Anaplan implementations, help customers achieve measurable business value from their investment, and identify and mitigate customer risks that emerge due to evolving business conditions.
- Minimum five years of experience working in SaaS and/or leading high-performing customer success or GTM teams.
- Bachelor's degree, with a focus on business, finance, marketing, operations, supply chain, technology, or other field with demonstrated relevance. MBA a plus.
- A customer success-oriented background, ideally with supporting enterprise performance management (EPM), multi-dimensional modeling platforms, or another leading SaaS provider.
- Experience negotiating commercial agreements for software and related services, with the ability to shape and influence commercial strategy for million-dollar agreements thoughtfully and creatively.
We offer a competitive base salary range of $200-$271 USD and a dynamic work environment 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 that makes people unique.
