Principal Customer Success Business Partner
The Principal Customer Success Business Partner (CSBP) plays a critical, strategic, and high-impact role within the GTM team, driving the success and growth of our Life Sciences customers. As a leader in the customer journey, the CSBP is the primary strategic partner who ensures the successful deployment, user adoption, and long-term health and value realization of Anaplan solutions.
This role is not just about maintaining relationships but about leading the customer’s transformation—working closely with internal teams, including Partners, Professional Services, and Sales, to deliver unparalleled value and ROI. The CSBP takes a proactive, results-driven approach, positioning Anaplan as a key enabler for business success, owning customer outcomes and ensuring expansion and platform optimization.
By aligning closely with both customers and internal teams, the CSBP is at the forefront of driving strategic expansion, unlocking new opportunities, and ensuring customers achieve full business transformation with Anaplan. This role is essential in shaping the overall success and impact of our GTM strategy.
Your Impact
Customer Success Leadership: Own and manage a portfolio of 10-15 strategic customers representing $10-15 million of ARR within our Life-Sciences vertical with the purpose of driving adoption, satisfaction, and retention. Serve as a trusted advisor and thought leader in leveraging Anaplan to achieve customers’ strategic objectives.
Account Strategy & Expansion: Collaborate closely with Sales, Professional Services, and Partner teams to co-create and execute customer account strategies. Identify opportunities for upselling, cross-selling, and further expansion within existing accounts, focusing on business impact and maximizing ROI.
Business Outcomes & Transformation: Guide customers in aligning Anaplan capabilities with their key business goals. Enable a data-driven approach to planning and forecasting, demonstrating how Anaplan facilitates business agility and strategic decision-making.
Health Monitoring & Proactive Engagement: Continuously monitor customer engagement, platform utilization, and business outcomes. Build and execute tailored customer success plans to ensure consistent value delivery, and proactively address any challenges or barriers to success.
Customer Advocacy & Feedback Loop: Act as the voice of the customer internally, advocating for customer needs and feedback to influence Anaplan’s roadmap and innovation pipeline. Ensure customers are represented and championed across internal teams.
Community Building & Best Practices Sharing: Foster customer engagement by connecting them with the broader Anaplan community, user groups, and industry events. Promote the sharing of best practices to drive collaboration and knowledge exchange.
Risk Management & Problem Solving: Partner with internal support teams to resolve platform challenges, maintaining customer trust and confidence.
Customer Education & Enablement: Ensure customers are equipped with the knowledge and tools needed to leverage Anaplan effectively. Drive customer enablement initiatives through training programs, workshops, and onboarding sessions to support sustainable user adoption.
Your Qualifications
8+ years of experience in account management, consulting, or client services background is required
Experience working with large-scale Life Sciences customers is a must have
Experience in business planning including annual operating plans, forecasting, and modeling experience is a plus
Experience with Corporate finance, supply chain and sales planning industries is a plus
Customer-first mentality
Proactive attitude & ability to manage independently and as part of a team
Ability to react with urgency, and remain calm under pressure
Strong project and program management experience
Ability to multitask and prioritize daily and weekly tasks
Run your own business mentality & drive
Strong troubleshooting and problem-solving skills
Curiosity: a strong desire to understand how and why a customer operates, what objectives they have in the marketplace, and how Anaplan can help them with their objectives
Adapts well to change and is flexible
Strong communication skills with the ability to communicate and translate technical information to all personas
Able to use technology to handle their customer portfolio
Model building, forecasting, and other applicable experience
Other:
Travel (up to 25%) is expected, largely within region.
Base Salary Range:
$147,000—$220,000 USD