Customer Success Strategy & Operations, Sr. Manager

About the Role

Anaplan is looking for a driven, dynamic, and highly strategic Customer Success Operations, Sr. 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.

Responsibilities

• 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.

Requirements

• 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: 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.

Pay

Base Salary Range: $154,000 USD - $209,000 USD