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CS Operations Manager, EMEA

London, United Kingdom

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 driven and dynamic Customer Success Operations Manager to join our EMEA CS Operations Organisation. You will help run the day-to-day operations for one of our fastest-growing regions. In this role, you will lead and contribute to strategic projects that enhance our post-sales processes, improve operational efficiency, and drive impactful outcomes across the organisation. You will be the trusted advisor to the Customer Success Vice president for the EMEA region, enabling our post-sales team to achieve ambitious goals while driving continuous improvement and transformative change.

Your Role and Responsibilities

Driving Change & Business Outcomes:

  • Analyse current post-sales operations processes and identify opportunities for optimisation and innovation.
  • Implement strategic initiatives to improve post-sales productivity, forecast accuracy, and pipeline visibility.
  • Partner with post-sales leadership to develop strategies for scaling operations and achieving revenue targets.
  • Act as a change agent by introducing new tools, technologies, and methodologies to enhance post-sales performance.

Customer Success Operations Support:

  • Oversee the design, implementation, and optimisation of post-sales processes, tools, and systems.
  • Provide actionable insights through data analysis, reporting, and dashboards to support decision-making.
  • Ensure seamless communication and alignment across GTM teams.
  • Monitor data accuracy and integrity within CRM and related systems.

Pipeline Performance Management:

  • Regularly monitor and analyse post-sales pipeline metrics, including customer renewal conversion rates, forecast accuracy and develop actionable insights
  • Assist in post-sales forecasting by analysing pipeline data to predict future revenue streams.
  • Work closely with the post-sales leadership team to align pipeline performance with quarterly and annual churn and expand targets.
  • Identify potential risks to achieving post-sales goals and proactively develop mitigation strategies.

Leadership & Collaboration:

  • Foster strong relationships with cross-functional teams to ensure project success and operational alignment.
  • Act as a trusted advisor to post-sales leadership, providing insights and recommendations to drive growth.

Ideally, you have helped scale a hyper-growth business. You are a detail-oriented operator who is passionate about both the art and science of Customer Success. You know why adoption matters in SaaS, and you take pride in helping your Customer Success teams deliver high quality experiences that translate into strong customer engagements.  Most importantly, you have strong opinions on the best way to engage with and motivate the post-sales team, and you will thrive in an entrepreneurial environment that will give you a unique opportunity to prove your ideas out. 

Your Qualifications

  • Relevant sales operations experience in a fast-growing organisations.
  • Excellent analytical skills with experience overseeing and managing customer metrics, employee productivity and outcomes.
  • Experience working with enterprise technology companies. SaaS experience is a preference.
  • Proven skills in post-sales forecasting, customer health and reporting.
  • Proven skills in go-to-market modelling, building territories and setting corresponding goals.
  • Ability to plan manage and deliver multiple concurrent and complex work streams in a matrix organisation with aggressive timelines.
  • Ability to manage high volumes of work, prioritise multiple responsibilities and be effective in fast-paced work environments.
  • Must have GRIT – guts, reliability, improvement, teamwork.
  • Project management and leadership experience is a plus.

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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