Customer Success Business Partner Scaled CS

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 Enablement & Communication

• Share platform updates, new capabilities, enablement resources, and training opportunities with customers.
• Promote digital self-service, Community engagement, and partner collaboration to enhance the customer experience.

Success Metrics

1. Portfolio Health & Renewal Readiness

• Improvement in overall portfolio health (fewer at-risk accounts, stronger adoption signals)
• Increased renewal readiness through consistent execution of risk, adoption, and renewal motions

2. Execution Discipline & Accountability

• High completion and timeliness of CTAs, playbooks, and core customer success activities

3. Operational Rigor & Data Quality

• High accuracy and completeness of data in Gainsight and Salesforce (health scores, contacts, activities, renewal indicators)
• Consistent use of tools and processes to drive visibility and decision-making

What You’ll Bring

• Demonstrated experience driving consistent execution across multiple accounts or portfolios, ideally in a scaled or high-volume environment
• Strong ability to prioritize, identify patterns, and drive action across a portfolio, not just individual accounts
• Experience executing playbooks, processes, and customer success best practices
• Strong customer-facing, communication, and relationship management skills, with the ability to translate technical concepts into business value
• Analytical and data-driven mindset; comfortable using tools such as Gainsight, Salesforce, Tableau, and Excel
• Proactive problem-solver with a strong sense of ownership, urgency, and accountability
• Ability to operate effectively in a fast-paced, global, and highly collaborative environment
• “Run your own business” mentality — self-motivated, results-oriented, and comfortable navigating ambiguity

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 people@anaplan.com before taking any further action in relation to the correspondence.