At a Glance
- Tasks: Lead a dynamic Customer Success team and drive excellence for top-tier clients.
- Company: Join Anaplan, a leader in AI-infused business planning solutions.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Embrace diversity and be part of a winning culture that celebrates every unique contribution.
- Why this job: Make a real impact by helping global brands succeed with innovative technology.
- Qualifications: Proven leadership skills and experience in managing large-scale software projects.
The predicted salary is between 80000 - 100000 £ per year.
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!
Anaplan is looking for a creative, tenacious, and inspiring Customer Success Director, UKI to lead and elevate our Customer Success team in the UKI region. In this pivotal leadership role, you will report directly to our London-based AVP Customer Success Northern Europe and play a crucial part in driving excellence across the entire customer lifecycle. Leading a high-performing team of Customer Success Business Partners, you will champion the adoption, value realisation, and strategic expansion of Anaplan Platform subscriptions. If you are passionate about delivering an exceptional customer experience and value, unlocking competitive advantage for enterprise businesses through AI native cloud-planning solutions, and shaping the future of a high-growth market, this is your opportunity to make a lasting impact. Please note: Travel across the region is required to connect with our customers.
Your Role And Impact
- Own & Cultivate: Champion a high-profile portfolio of Anaplan customers, securing their continuous success, satisfaction, and loyalty from onboarding through to renewal.
- Deliver Excellence: Oversee and champion flawless first implementations of Anaplan solutions, laying a strong foundation for rapid adoption and long-term expansion.
- Drive Growth: Partner in securing new logos and expanding existing footprints across the UKI by delivering compelling Customer Success and Professional Services pitches.
- Consult & Advise: Act as a versatile, trusted advisor across diverse business functions, showing customers how to leverage the Anaplan Platform across multiple industries and complex use cases.
- Engage Executive Stakeholders: Build deep, influential relationships with customer executives, key stakeholders, and strategic partners to ensure seamless account coverage and alignment.
- Navigate Challenges: Guide both customers and your internal team through business process, technology, and client management complexities, fostering customer self-sufficiency and driving continuous platform expansion.
- Uncover Opportunity: Proactively identify, strategise, and capitalise on new avenues for customer adoption and commercial expansion.
- Empower Your Team: Coach, mentor, and enable your team of Customer Success Business Partners to ensure rigorous, high-impact programmatic coverage across your entire portfolio.
Your Qualifications
- Inspiring Leadership: Proven ability to lead, motivate, and develop high-performing, large-scale teams across diverse geographies.
- Business Savvy: Strong business acumen paired with exceptional, structured problem-solving skills.
- Resilient Communicator: Outstanding persuasion and communication skills, with a proven ability to remain calm, focused, and resilient under pressure.
- Mindset: An innovative, methodical thinker who practices active listening to solve complex customer challenges.
- Delivery Track Record: Extensive experience managing large-scale software projects and leading teams, ideally within a sophisticated cloud applications environment.
- Industry Domain Expertise: A strong background in enterprise customer services, preferably with experience in Enterprise Performance Management (EPM) or Software Infrastructure Support.
- Commercial & Delivery Rigor: Deep familiarity with Agile methodologies, paired with robust contract negotiation and client management skills.
- Metrics-Driven: A proven track record of exceeding key performance metrics and continuously optimising operational processes.
Preferred Skills
- Proven Success: A stellar track record in similar leadership roles, managing complex projects within diverse, multi-vendor enterprise environments.
- Strategic Scoping: Exceptional capability in scoping complex client engagements and navigating multi-faceted business challenges.
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.
Director, Customer Success employer: Anaplan
Anaplan is an exceptional employer that fosters a Winning Culture, where innovation and collaboration thrive. With a strong commitment to diversity, equity, inclusion, and belonging, employees are empowered to bring their authentic selves to work while enjoying ample opportunities for professional growth and development. Located in London, the role of Customer Success Director offers the chance to lead a high-performing team and make a significant impact on renowned global clients, all within a supportive and dynamic environment that celebrates achievements and encourages ambitious goals.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Anaplan. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Anaplan before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Anaplan:Your cover letter is your chance to shine! Tell us why you want to work at Anaplan specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Anaplan!
How to prepare for a job interview at Anaplan
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
