Senior Manager, Customer Success

At Anaplan, we are a team of innovators who are focused on optimizing business decision-making through our leading 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 that 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 have fun celebrating our wins.

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 be your best self!

Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We’re growing fast, constantly innovating, and couldn’t be prouder to help our customers move forward with confidence in a sophisticated and changing world.

We are looking for forward-thinking people who put customer experience at the forefront of every decision. Individuals who thrive on challenges and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings outstanding value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.

As a Manager, Customer Success based in Japan, you will lead the high-performing customer success team, fostering a culture of customer-centricity and continuous improvement. Your team is primarily responsible for the user adoption and ongoing health of our customers and their Anaplan solutions to ensure its assured Value, closely leading the results of Renewal/Pipeline generation/Expansion.

What you'll be doing:

• Lead a team of 5-10 and ensure solution adoption and Value based customer satisfaction
• Communicate and promote the company's direction and initiatives to the field in a dynamically changing environment
• Provide prompt and accurate feedback to the top management on what is actually happening in the field and what is happening with customers
• Set clear performance expectations, provide coaching and development opportunities, and monitor team progress towards goals
• Collaborate with other stakeholders such as product, sales and marketing, to ensure seamless integration of customer success initiatives
• Design and implement scalable Customer Success programs across Japan's customer base, including onboarding, feedback loops (QSR), and delivery monitoring
• Drive operational excellence by formalizing best practices and enabling their adoption across existing customer base
• Define and monitor program KPIs to evaluate coverage, enablement impact, and customer autonomy
• Ensure alignment with global strategy, enabling reusability and localization of successful assets

Your qualifications:

• Native level in Japanese & Business level in English
• 8+ years of customer success or customer facing leadership role
• Subject matter expertise in planning and modeling – with specialism in either Supply Chain, Finance or Sales strongly preferred
• Analysis and planning skills to achieve KPIs for the entire team
• Strong client facing skills in written, verbal, and facilitative
• Knowledge of best practice of customer success, adoption and retention
• Expertise in consensus building on blended teams
• Presence and skill leading workshops for Japanese Enterprise companies
• Experience understanding, translating, and optimizing client processes

Preferred skills:

• Team management or lead experience at SaaS company
• A strong people leader with a proven ability to attract, motivate, develop and retain top talent
• Ability to set a clear vision and strategy, motivate and coach others, drive urgency and results, and exhibit humility
• Results-oriented, motivated, self-starter
• Coaching skill and mentality
• Strong understanding of data integration (inbound and outbound)
• Business consulting or implementation experience with multi-dimensional systems (Anaplan, Cognos, Hyperion, Business Objects, TM1 etc)
• Subject matter expertise in planning and modeling – with specialism in either Supply Chain, Finance or Sales strongly preferred

Our Commitment to Diversity, Equity, Inclusion and Belonging 

Build your career in a place that thrives on diversity, equity, inclusion, and belonging. 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.