Senior Manager, Customer Success - Success Central

We want you to think big and act bold by expressing your authentic best self!  Anaplan is looking for a tenacious Senior Manager, Customer Success, to lead our Success Central Team in Manila, Philippines.  This is a stellar opportunity to get involved in a highly visible, fast-growing SaaS cloud company.  This role is an immediate full-time position and will require managing a team working flexible shift hours as we will be covering multiple time zones.  If you’re ready to roll up your sleeves and tackle unique problems that no one else is solving, keep reading.

About Success Central – Anaplan’s vision is to implement an innovative, best-in-class customer engagement journey at scale through a combination of digital approaches and 1:Many channels.

Insight on your impact

Are you seeking a role where you can have the opportunity to lead and develop a team?  Do you enjoy working with customers?  If so, then this could be an excellent opportunity for you.

In this role, the Success Central team you will lead is a new customer success engagement channel we are investing in to transform how we engage with the volume segment of our customers.  The role will expose you to Global Leadership and the opportunity to build and lead a team that will transform how we do Customer Success for the volume segment.

What You Will Be Doing:

• Leading and growing a team of Customer Success Managers
• Overseeing a portfolio of customers, measured on renewal, adoption, and growth
• Managing the team to effectively execute on entire post-sales customer lifecycle, including onboarding, ongoing initiatives, and renewal phases
• Acting as an escalation point for renewals strategy, critical account issues, and ongoing customer engagement programs
• Providing support and assistance in the continuous iterations or process improvements around program development of the Success Central journey for the volume segment
• Building and maintaining a dynamic, fun work culture for the team

Your qualifications, your influence

Leadership Qualities Desired:

• Demonstrated experience in building and running a Customer Success, Consulting, Professional Services, or Account Management function at scale – especially in a B2B SaaS company
• A strong people leader with a proven ability to attract, motivate, develop, and retain top talent
• Ability to set a clear vision and strategy, motivate and coach others, drive urgency and results, and exhibit humility

• Self-motivated, highly collaborative, creative, problem-solving with a growth mindset
• Demonstrated ability to collaborate with various internal and customer stakeholders to achieve business ambitions

Functional Skillsets:

• Eagerness to learn about key functional areas of practice, including finance, sales, supply chain, and human resources
• Excellent written and verbal communication skills with the ability to interact and support project leaders and other internal/partner/customer stakeholders
• Experience in standard methodologies in customer success, with a focus on adoption and retention
• Familiarity with using Salesforce and Gainsight for customer success processes or demonstrated ability to learn these technologies

• Knowledge of best practices in customer success, adoption, and retention 

Bonus Points: 

• Experience with EPM, ERP or BI software solutions, or other relevant enterprise software
• A background in Enterprise Performance Management, Software Infrastructure Support, and/or multi-dimensional modeling
• MBA degree