Senior Customer Success Strategy & Operations Manager

• Anaplan is looking for a driven, dynamic, and highly strategic Sr. Customer Success Strategy & Operations 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. As a Sr. Manager, you are expected to be a thought leader who can handle high levels of complexity and ambiguity, translating data into executive-level strategy and automated action
• 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
• 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
• 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
• 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

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)

A Systems Thinker & Diagnostician

You have 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

Operational Agility

Ability to plan, manage, and deliver multiple concurrent and complex work streams in a global matrix organization with aggressive timelines

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

Project management and team leadership experience are highly desirable

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

Must have GRIT

Guts, Reliability, Improvement, Teamwork. You thrive in an entrepreneurial environment that gives you a unique opportunity to prove your ideas out

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