Job Description: Principal Customer Success Program Manager

Location: Minneapolis

Insight on your impact:

Reporting directly into the VP of CX Strategy and CS Ops, the Principal Customer Success Program Manager plays a pivotal role in driving Anaplan’s customer-centric initiatives, ensuring enhanced customer experience, reduced churn, and operational efficiency. This role demands a seasoned professional who can effectively collaborate, lead by influence, and work cohesively with functional leaders to design, execute, and manage programs aimed at achieving these objectives.

What you will be doing:

• Leadership Through Influence: Collaborate with leaders across the organization to design and execute programs that diagnose and reduce customer churn, enhance customer experience, streamline operations, and improve service to Anaplan’s business and customers.
• Customer Success Visionary: Bring industry thought leadership around best-in-class CS motions to ensure Anaplan stays up to date on the latest and greatest practices
• Team Motivation and Direction: Provide clear direction to a global team of Customer Success Business Partners, identifying and assigning resources to achieve program goals.
• Stakeholder Collaboration: Collaborate closely with senior stakeholders and GTM team members to develop risk mitigation plans and ensure program objectives are met.
• Customer Churn Management: Lead, guide, and support multiple stakeholders in designing and implementing targeted customer churn management strategies, including the development of Early Warning Systems.
• Standard Excellence: Ensure that programs adhere to best practices, including stakeholder identification and alignment, effective communication and feedback loops, success measures, training, organizational readiness, and long-term goal sustainability.
• Cross-Functional Coordination: Facilitate coordination across project plans, lead work stream dependencies, and assess the impact on downstream working groups.
• Project Management: Manage overall project team activities, plans, and schedules associated with deliverables and milestones. Track accomplishments, KPIs, key issues, and change controls, while leading working group meetings.
• Reporting: Create weekly project status and executive reports to keep stakeholders informed and provide visibility into program progress.
• Proactive Engagement: Proactively engage with stakeholders to identify challenges, recommend solutions, and manage expectations, ensuring the smooth execution of programs.
• Data Analysis: Gather and analyze data, evaluate results, and develop recommendations and roadmaps across multiple workstreams, utilizing data-driven insights to inform decision-making.
• Collaboration with CS Systems and Operations: Work closely with CS systems and operations teams to streamline programs and enhance operational efficiency.
• Sales and Customer Success Partnership: Collaborate with various levels of leadership to identify opportunities to strengthen the sales and Customer Success partnership, fostering cross-functional alignment and synergy.
• Gainsight Utilization: Utilize Gainsight as the single source of truth, building programs that enhance the system, drive visibility, and ensure cross-functional alignment throughout the organization.

Your qualifications, your influence:

• Bachelor’s degree in a related field; MBA or equivalent preferred.
• 8+ year experience in customer success, program management, or related roles.
• Strong leadership, communication, and collaboration skills.
• Ability to work in a fast-paced, dynamic environment.
• Proficiency in project management tools and data analysis.
• Familiarity with Gainsight and SFDC is a must, experience with Anaplan directly is a plus
• Global team management experience is preferred.
• If you’re a strategic thinker, a collaborative leader, and passionate about driving customer success, we invite you to join our team as the Principal Customer Success Program Manager and be part of our mission to provide exceptional service and value to our customers.