Customer Success Business Partner, Scaled CS
Confirmed live in the last 24 hours
Anaplan
Job Description
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!
About the Role
As a Senior Customer Success Business Partner (Scaled CS) based in Manila, you will own a portfolio of scaled customers, ensuring they realize value from their Anaplan investment. You will drive customer adoption, retention, and expansion through consistent execution of scaled customer success motions.
Your mission: protect and grow your customer portfolio by driving adoption, managing risk, and ensuring strong renewal readiness.
Your Impact
1. Customer Adoption & Value Realization
- Own a portfolio of scaled customers using a scaled engagement model
- Act as the primary point of contact and trusted advisor across the customer lifecycle
- Drive adoption, value realization, and measurable business outcomes
- Guide customers through aligned use cases and maturity progression
- Expand adoption by reinforcing core and introducing new use cases aligned to customer priorities
- Proactively monitor adoption, usage, and sponsorship; build action plans to mitigate risks
- Conduct regular touchpoints and success reviews aligned to value realization
2. Account Health & Renewal Management
- Conduct structured account health checks using Salesforce and Gainsight
- Maintain accurate and timely health scores reflecting current customer status and renewal outlook
- Ensure execution and follow-through on renewal, risk, and adoption CTAs
- Lead customer alignment discussions on account health, roadmap, and renewal readiness
- Track and maintain accurate renewal sentiment and churn risk indicators
3. Operational Execution
- Execute CTAs, playbooks, and core customer success motions consistently across all accounts
- Maintain high standards of data accuracy and activity tracking in Gainsight and Salesforce
- Monitor portfolio performance and take action to address risks and gaps
- Ensure all actions, follow-ups, and commitments are completed on time
4. Delivery & Support Coordination
- Partner with customers, Anaplan Professional Services, and certified partners to ensure high-quality implementations.
- Act as a liaison between customers and internal Support or Product teams to accelerate issue resolution.
- Ensure proactive follow-up on open tickets, escalations, and adoption blockers.
5. License & Workspace Management
- Monitor license usage and workspace capacity to ensure efficiency and compliance.
- Provide data-driven recommendations for optimization and future scaling.
6. Customer Enab
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