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Customer Success Strategy & Operations Principal

New York, United States

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!

About the Role
This role is the architect of our proactive Customer Success motion. You will be responsible for building the intelligent early warning and action systems that power our entire post-sales organization. Your mission is to move beyond reactive, lagging indicators and create a system that uses leading indicators and pattern recognition to diagnose issues before they impact the customer.

Reporting to the VP, Customer Success Operations, you will be our expert in translating data into proactive intervention. You will identify where and why a customer journey is stalling or at risk, and then build the automated, intelligent workflows that help our teams get them back on track.

Your Impact

  • Build the Proactive Diagnostic Engine: Architect automated systems and reporting that diagnose why a customer's health is changing. You will leverage a blend of external and proprietary data sources to identify issues before they hit the field and will be responsible for isolating leading indicators of risk and opportunity across the entire post-sale customer journey.

  • Translate Diagnosis into Automated Action: Partner with program leaders to design and deploy intelligent workflows based on your diagnoses. Your systems will be the engine that helps move customers from "red to green" by triggering the right automated or human action at the right time.

  • Deliver Actionable, Proactive Insights: Go beyond dashboards. You will build systems that deliver clear, contextual, and diagnostic insights directly into the daily workflows of our Account Executives, Customer Success Business Partners, and Renewal Managers, telling them not just what is happening, but why it's happening and what programs should be activated to address it.

  • Serve as the Intelligence & Automation Thought Leader: Champion and inform the Customer Success organization on how to build and scale a proactive, data-driven, and intelligent operational model.

Your Qualifications

  • 8+ years of progressive experience in a hands-on analytical or systems role such as Data Science, Revenue/Business Operations, Automation Engineering, or Business Systems. Experience in a fast-paced B2B SaaS company is strongly preferred.

  • A Systems Thinker & Diagnostician: You have proven experience designing and building scalable, automated systems. Critically, you are an expert at using data and AI solutions to diagnose the root cause of business problems, not just report on them.

  • Automation & Integration Expertise: You have deep, hands-on experience with enterprise automation platforms (e.g., Workato, Zapier) and integrating various systems with a central CRM or Customer Success Platform (e.g., Salesforce, Gainsight).

  • Experience with the Full AI Toolkit: A core requirement is experience applying various forms of AI to drive automation. This includes hands-on experience with predictive modeling (e.g., for churn/health scoring) and a strong familiarity with modern generative AI (LLMs, RAG) and agentic/conversational AI concepts.

  • Hands-On Technical Skills: You are highly proficient in SQL, have practical experience using Python for data manipulation and scripting, and are experienced in deploying Robotic Process Automation (RPA) to automate UI-based human tasks.

  • Business-Impact Driven: You have a strong understanding of SaaS metrics and Customer Success principles, with a track record of successfully managing technical projects that deliver measurable value and improve leading business indicators.

Base Salary Range:

$154,000 - $209,000 USD

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.   

 

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