Customer Success Operations Manager

Who you are

• 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
• 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

What the job involves

• 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
• 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
• 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
• 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
• 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