Customer Success Strategy & Operations, Sr. Manager

About the role

Anaplan is seeking a highly strategic and results-driven Sr. Manager for Customer Success Strategy & Operations to lead critical initiatives that enhance the efficiency, scalability, and overall effectiveness of our post-sales customer success teams within the AMER region. In this role, you will be responsible for designing and executing strategic plans that support revenue growth, reduce churn, and improve operational workflows. You will work closely with Customer Success leadership to develop scalable processes, implement best practices, and data analytics to drive decision-making. Your efforts will directly impact the team's ability to meet ambitious business objectives and deliver exceptional customer value. This position requires a deep understanding of customer success operations, strong project management skills, and the ability to influence cross-functional teams at all levels of the organization. As a key member of the team, you will serve as a thought leader and strategic partner, ensuring that operational initiatives align with company goals and industry best practices.

Key facts

What you'll do

• Develop and execute strategic initiatives aimed at improving post-sales operational efficiency, including process optimization, automation, and workflow enhancements within the AMER region.
• Collaborate with Customer Success leadership to craft and implement strategies that support revenue growth, customer retention, and expansion targets.
• Identify operational bottlenecks and opportunities for process improvement; advocate for the adoption of new tools, methodologies, and best practices to enhance team productivity and customer outcomes.
• Lead complex, cross-functional projects that align global strategic objectives with regional execution, ensuring timely delivery and measurable impact.
• Build and maintain proactive, data-driven reporting systems that enable the team to transition from reactive to predictive operational management, improving forecasting accuracy and pipeline visibility.
• Design, refine, and oversee the implementation of intricate post-sales processes, ensuring data integrity, consistency, and compliance across CRM systems such as Salesforce and Gainsight.
• Provide actionable insights and diagnostic reports to Customer Success teams, helping them understand performance metrics, identify risks, and capitalize on growth opportunities.
• Monitor pipeline health, renewal rates, customer health scores, and other key metrics; predictive analytics to forecast revenue and identify at-risk accounts proactively.
• Partner with cross-functional teams including Sales, Product, and Marketing to ensure operational initiatives are aligned and effectively executed, fostering a collaborative environment.
• Serve as a strategic advisor to senior leadership by delivering data-driven insights, trend analyses, and recommendations to inform decision-making and strategic planning.
• Drive continuous improvement initiatives by analyzing operational data, customer feedback, and industry trends to recommend innovative solutions.
• Lead and mentor team members involved in operational projects, fostering a culture of excellence, accountability, and continuous learning.
• Represent the voice of the customer within the organization, ensuring that operational strategies are aligned with customer needs and expectations.
• Maintain a comprehensive understanding of industry best practices, emerging technologies, and competitive landscape to keep the organization at the forefront of customer success operations.

Requirements

• Over 8 years of experience in Revenue or Business Operations, Customer Success Operations, or similar analytical roles, preferably within a fast-paced B2B SaaS environment.
• Proven track record of designing scalable, repeatable processes that improve operational efficiency and support business growth.
• Strong analytical skills with the ability to diagnose complex business challenges and develop data-driven solutions.
• Demonstrated success in managing cross-functional projects and leading change initiatives across global organizations.
• Excellent communication skills, with the ability to advise and influence senior leadership and diverse stakeholders effectively.
• Expertise in forecasting, pipeline management, and customer health metrics, with a solid understanding of predictive analytics techniques.
• Hands-on experience with enterprise automation tools and CRM platforms such as Salesforce and Gainsight; familiarity with data visualization and analytics tools is a plus.
• Ability to manage multiple complex projects simultaneously while maintaining attention to detail and meeting deadlines.
• Demonstrates Grit: Guts, Reliability, Improvement, Teamwork, and the resilience to navigate ambiguity and drive results.
• Prior experience in project management, team leadership, or mentoring is preferred.
• Strong problem-solving skills and a proactive approach to identifying and resolving operational issues.
• Knowledge of customer success best practices, industry trends, and emerging technologies relevant to SaaS companies.

Nice to have

• Experience working within SaaS or technology companies, especially in customer success or operations roles.
• Familiarity with advanced analytics, machine learning, or artificial intelligence applications in customer success.
• Knowledge of industry-specific compliance standards, such as ITAR, or experience working with international teams.
• Experience in change management and leading organizational transformation initiatives.
• Ability to influence and collaborate across diverse teams and geographies to drive strategic initiatives.

Skills & tools

• Proficiency in CRM and Customer Success platforms such as Salesforce and Gainsight.
• Strong analytical skills, with experience in predictive analytics and data visualization tools.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to translate complex data into clear insights and actionable recommendations.
• Skilled in project management methodologies and tools to ensure timely delivery of initiatives.
• Familiarity with automation tools and workflows to streamline operational processes.

Practical notes

Base Salary Range: $154,000 - $209,000 USD

Anaplan is committed to fostering a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply and will provide reasonable accommodations for individuals with disabilities throughout the hiring process. If you require assistance or accommodations, please contact us. Our organization values innovation, collaboration, and continuous improvement, and we seek candidates who are about driving operational excellence and customer success. This role offers an to influence strategic initiatives at a global SaaS leader, working in a dynamic environment that rewards initiative and strategic thinking.

About the company

Headquarters in Miami, Florida hosts a company focused on business planning software. Subscription sales fund access to cloud tools. Teams receive data intended to guide choices. Purpose centers on planning support and decision information. Services target organizations seeking structured approaches to forecasts and collaboration. Online platforms deliver content. Commitment stays directed toward clarity in plans. Continuous updates provide fresh inputs. Clients rely on consistent tools. Overall direction aims to simplify complex planning demands through connected systems.