Principal Customer Success Business Partner

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!

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. 

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.  

Fraud Recruitment Disclaimer  

It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondence, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.  

Anaplan does not:  

• Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.   
• Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible and then followed up via written communication.  

All emails from Anaplan would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to people@anaplan.com before taking any further action in relation to the correspondence.   

Candidate data processed during our recruitment activities is handled in accordance with our Candidate Privacy Notice. This may include the use of artificial intelligence or automated tools to assist our team in evaluating qualifications.