Customer Success Director

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!
AMER Portfolio Leader - Customer Success Director
Anaplan is a category-defining enterprise planning platform trusted by the world’s most sophisticated organizations to drive financial, operational, and strategic decision-making. Backed by Thoma Bravo, one of the leading software-focused private equity firms, Anaplan operates with pace, intensity, and a relentless focus on operational excellence and measurable performance.
As we scale into our next phase of growth, we are evolving our GTM post-sales coverage model to sharpen segmentation, increase execution rigor, and protect recurring revenue. Historically, accounts were managed in blended portfolios. As the business has grown, it is clear that differentiated customer segments require tailored motion, inspection cadence, and leadership focus.
To support this evolution, we are creating a dedicated AMER Portfolio Leader (CSD) role responsible for four segmented portfolios. This is a strategic investment in renewal discipline, operational command, and risk transparency for FY27 and beyond.
This is a highly visible role at the center of Anaplan’s post-sales GTM engine, ideal for a proven post-sales GTM leader looking to operate in a fast-paced, high-performance environment, launch a new GTM motion, and make a significant impact on the business and the model itself.
The individual must be an operator at heart; gritty, action-oriented, and relentless about getting things done all with an obsession of customer outcomes and value realized.
Strategic Mandate
Establish operational command across four portfolios through disciplined segmentation and structured governance
Build and institutionalize rigorous renewal inspection models with early warning indicators and mitigation plans
Drive forecast accuracy and eliminate renewal surprises
Partner closely with Sales leadership to align account strategy, commercial execution, and risk mitigation
Elevate post-sales execution via performance management, accountability frameworks, and systems-based rigor
Shape and refine a differentiated portfolio motion, with the opportunity to influence the evolving coverage model
Core KPIs
Primary: Retention (renewal rate and risk mitigation)
Secondary: NNACV expansion, CSQL generation, customer base health, forecast accuracy, and portfolio-level risk transparency
Retention is the foundation. Expansion and growth follow disciplined execution and strong customer health.
Core Leadership & Capability Profile
Customer Success Mastery: Expert in renewal management, value realization, executive engagement, and proactive risk mitigation in complex SaaS environments
Post-Sales GTM Leadership: Proven front-line leader with a track record of building high-performance teams, driving accountability, and operating with inspection rigor
Growth & Ownership Mindset: High motor, grit, and resilience. Operates with urgency and intensity. Takes full ownership of outcomes and fosters a performance-driven culture
Operational Systems Thinking: Builds playbooks, inspection cadences, and early warning systems to maintain command of the customer base
Strategic Cross-Functional Influence: Partners effectively with Sales leadership and cross-functional teams to drive unified GTM execution and protect recurring revenue
Business & Use Case Acumen: Connects enterprise planning use cases to measurable business outcomes
Platform Fluency: Functional understanding of the SaaS delivery model and enterprise platform dynamics
Experience
12+ years in SaaS or enterprise software
Significant post-sales leadership experience with a proven record of driving best-in-class retention
Experience in high-performance, private equity-backed environments with a bias for execution and measurable outcomes
Demonstrated success partnering with Sales leadership to drive aligned GTM execution
Location & Reporting
Based in New York; applicants within close proximity will be considered
Manages an initial team of 4 CSBPs across four portfolios
Reports directly to an AVP of Customer Success
Works closely with front-line leaders across Customer Success, Sales, Professional Services, Partner Alliances, Product, Support, Legal, and Operations to drive outcomes and performance
This is the ideal role for a strategic, high-performing post-sales GTM leader seeking to operate in a fast-paced, results-driven environment. Beyond managing a portfolio, this leader will architect and refine a new GTM motion, drive operational excellence, protect recurring revenue, and make an outsized impact on Anaplan’s business and post-sales model.
Base Salary Range:
$200,000 - $271,000 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.
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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.
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