Sr. Customer Success Business Partner

Anaplan is a company focused on optimizing business decision-making through their AI-infused platform. They are seeking a Senior Customer Success Business Partner to manage enterprise customer portfolios and maximize ROI on Anaplan's platform while acting as a strategic advisor and transformation partner.

Responsibilities:

• Own and nurture relationships with C-suite executives (CFO, CIO, CHRO, CDO) and senior stakeholders, establishing yourself as a trusted advisor and aligning on strategic priorities, value realization, AI transformation, and long-term investment decisions
• Lead outcome-driven Executive Business Reviews (EBRs), presenting compelling narratives that connect Anaplan's capabilities to the customer's strategic priorities and clearly articulate business value to influence renewal, expansion, and investment decisions
• Advise customers on establishing a robust Center of Excellence (CoE) and governance structure to foster self-sufficiency and scale while enabling stakeholder alignment, prioritization, and scalable adoption
• Drive measurable ROI and business outcomes from Anaplan investments across onboarding, implementation, and adoption phases ensuring strong customer health
• Proactively monitor platform usage and sponsorship, identifying risks and deploying targeted action plans to drive sustained adoption and protect renewals
• Develop and execute customer success plans aligned to value realization, adoption, and growth objectives
• Develop customer success assets and playbooks and help drive customer references and case studies to reinforce value realization and support expansion
• Identify and drive platform expansion opportunities, including AI use cases, across key business functions (e.g., Finance, Supply Chain, Workforce) to increase platform footprint and business value
• Collaborate with Sales and Partners to build and progress pipeline within existing accounts through structured account prioritization and pipeline development
• Proactively identify and mitigate renewal risks in partnership with Renewal Managers and Account Executives to secure and grow the commercial relationship ensuring high retention and strong NRR, and predictable renewals
• Translate Anaplan’s platform and AI capabilities into clear business value to drive expansion and customer investment
• Serve as the voice of the customer to internal Anaplan teams (Product, Support, Community), advocating for their needs and ensuring objectives are aligned across business and technical stakeholders
• Act as a primary point of escalation, focusing on swift resolution and maintaining positive momentum to maintain customer confidence and protect customer health
• Contribute to the development of customer success assets, playbooks, and customer case studies to strengthen the Anaplan community
• Own key relationships with customers and proactively maintain high levels of engagement with a focus on increasing customer satisfaction and loyalty while identifying growth opportunities
• Promote and support engagement with Anaplan through community usage, user groups, and event participation
• Act as the primary customer contact, managing stakeholders across business and IT and driving change management initiatives