Customer Success Director, India

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 creative and tenacious Customer Success Director to join and lead our Customer Success team in India. This is a stellar opportunity to get involved in a highly visible, cloud born SaaS scale-up. This role is an immediate full-time position. If you’re ready to roll up your sleeves and address unique problems that no one else is solving, keep reading.

Insight on your impact

Reporting directly to the APAC Customer Success VP based in Singapore, you will lead and guide the Anaplan India Customer Success team. You will be in charge of managing the team in driving excellence throughout the entire customer lifecycle; from helping with services scoping in pre-sale, to product delivery and customer happiness post-sale. Your goal is to ensure our customer base in India receive the maximum value and benefit from their investment in Anaplan solutions to make their business smarter and more competitive. Your role will be to own a portfolio of Anaplan customers and ensure their continual success.

You Will Achieve This By

• Leading a diverse team of Customer Success Business Partners located across India

• Providing vision, guidance, insight expertise, and advice to the India Customer Success team.

• Serving as Anaplan’s Customer Success Leadership in customer facing engagements and events

• Identifying additional opportunities for customer adoption, expansion, and secure the highest renewal rates.

• Handling and resolving all critical customer escalations and issues effectively.

• Building relationships with key Anaplan partners in your territory

• Helping your team be accountable to the metrics, health scores, and KPIs relevant to each account, the entire team, and the entire business.

• Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.

Your Qualifications, your influence

To be successful in the role, you should possess the following skills

• Demonstrated track record of leading diverse customer success teams

• Prior experience with EPM, Planning Software or any SaaS business application is required.

• Proven experience in any of the following roles: Presales, Consulting, Client engagement, Customer Success.

• Ability to strategise and develop innovative approaches to managing a portfolio of customers

• Strong contract negotiation and client leadership skills.

• Strong client management skills with Executive Level communication experience.

• Strong commerical acumen.

• Ability to delegate tasks and track progress of team initiatives.

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 [email protected] before taking any further action in relation to the correspondence.